Refund policy

Returns & refunds

Pet Porch (ABN 83 872 055 696) is a small online pet supplies business based in Tasmania, Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits your rights under the ACL or any other consumer law that applies to you.

Faulty, damaged, not as described, or wrong item

If your item arrives faulty or damaged, is not as described, or is not what you ordered, email us at contact@petporch.co with your order number and a photo of the problem. For a major problem you can choose a refund or a replacement. For a minor problem we may choose to repair, replace or refund. In most cases you can keep the item. If we need the item back, we will tell you how to return it and we will cover the reasonable cost of return postage.

Change of mind

We do not offer refunds or returns for change of mind (for example, if you no longer want the item, ordered the wrong size or colour, or found it cheaper elsewhere). If you are unsure about sizing or suitability, please email us before ordering. This does not affect your rights if an item is faulty, damaged, or not as described.

Hygiene items

For hygiene reasons, used grooming and hygiene products (such as combs, brushes and shampoo dispensers) can only be returned if they are faulty or not as described.

Lost or undelivered orders

If your order does not arrive, please contact us and we will trace it with the carrier. If it is confirmed lost in transit, we will send a replacement or give you a full refund.

Cancellations

You can cancel your order for a full refund by emailing us before it has been dispatched. Once an order has been dispatched it can no longer be cancelled.

Refunds

Approved refunds are made to your original payment method, usually within 5 business days of approval. Your bank or card provider may take a few extra days to process the refund.

Contact

Pet Porch, ABN 83 872 055 696, Tasmania, Australia. Email: contact@petporch.co