Refund policy

We want you (and your pet!) to be completely happy with your PamperPet purchase. If something’s not right, we’re here to help.

30-Day Return Window

We accept returns within 30 days of your order being delivered. To be eligible, your item should be in its original condition — clean, undamaged, and with all parts and packaging included.

We understand that trying a grooming tool means using it, that’s okay! Light use is fine as long as the product hasn’t been damaged or heavily worn.

How to Start a Return

To start a return, just email us at hi@pamper-pet.com.au with your order number and a brief reason for the return. We’ll confirm your eligibility and send return instructions, including the return address.

Please note: Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.

Items returned without contacting us first may not be accepted.

Damaged or Incorrect Items

If your item arrived damaged or you received the wrong item, please email us at hi@pamper-pet.com.au with your order number and a clear photo/video of the issue so we can make it right as quickly as possible.

Exchanges

We don’t offer direct exchanges. If you’d like something different, you’re welcome to return your item and place a new order once your return is accepted.

Refunds

Once we receive and inspect your return, we’ll let you know if the refund has been approved. If approved, it will be processed to your original payment method within 10 business days, depending on your bank’s processing time.

If it’s been more than 15 business days since we confirmed your refund and you haven’t received it, please reach out to us at hi@pamper-pet.com.au.