Pet Surfer aims to enrich the lives of pet lovers and their beloved furry companions. We strive to offer a wide variety of products.
Our policy has been designed with the intention of providing peace of mind to our customers. Under the conditions outlined below, if any product purchased from Pet Surfer is found to be defective, we will be happy to replace it or provide a refund, provided the item is returned within 14 days from the date of purchase. After this period, refunds cannot be processed.
To be eligible for a return, your item must be in the same condition as you received it, unused or undamaged, with tags and in the original packaging. Additionally, you will need to provide the receipt or proof of purchase.
As part of any assessment, we consider the following:
- In the case of minor defects, you may choose to receive a refund or a replacement.
- In the case of major defects, you may choose to receive a refund or a replacement.
- If the product has been damaged due to abnormal use, regrettably, Pet Surfer cannot offer a refund or replacement.
Please note that the shipping costs for returning the item will be the customer's responsibility and are non-refundable. The time it takes to receive the replacement product may vary depending on your location.
We recommend considering the use of a traceable and insured shipping service when returning the item, as we cannot guarantee the receipt of the returned item.
This policy goes beyond your legal rights as established by the Australian Consumer Law because your satisfaction is of paramount importance to us.
To initiate a return, you can contact us via email at info@petsurfer.au with the subject "return," and we will review your request within 3 business days.
If your return is accepted, we will send you a return shipping label and provide instructions on how and where to send your package. Items sent back to us without prior return authorization will not be accepted.
You can always reach out to us for any return inquiries at info@petsurfer.au
Damages and Issues: Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and make it right.
Exceptions / Non-returnable Items: Unfortunately, we cannot accept returns for items on sale or gift cards.
Exchanges: The quickest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds: We will notify you once we have received and inspected your return and inform you whether the refund has been approved or not. If approved, the refund will be automatically issued to your original payment method within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@petsurfer.au
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