Refund policy

Refund, Return and Order Cancellation Policy

At YES4PETS, we aim to provide fair and practical solutions when a customer experiences an issue with an order.

This policy applies in addition to any rights and remedies available under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights that cannot lawfully be excluded.

1. Proof of Purchase and Supporting Information

All refund, return, repair, replacement or missing-part requests must be submitted to YES4PETS with reasonable proof of purchase, such as an order number, receipt or payment record.

To assist us in assessing the matter, customers may be required to provide:

  • A clear description of the issue

  • Photographs or videos showing the product and the reported issue

  • Photographs of the packaging, shipping labels and cartons

  • The relevant part number or carton number

  • Any other information reasonably required to identify the cause of the issue and the appropriate remedy

Please do not return any product or component without contacting us and receiving return instructions. Unauthorised returns may be refused, delayed or returned to the sender.

2. Products Damaged During Delivery

Customers should inspect all cartons and components as soon as reasonably possible after delivery.

If an item appears to have been damaged during delivery, please notify us within 2 working days, where possible, and before assembling, modifying or using the product. Early notification allows us to investigate the matter with the courier and determine whether the damage occurred during transport.

Please retain:

  • All original packaging

  • Shipping labels

  • Damaged cartons

  • Internal protective packaging

  • The affected product or component

Photographs of both the damaged product and the external packaging may be required for a courier claim.

Failure to notify us within 2 working days does not remove any rights available under the Australian Consumer Law. However, delays in reporting, disposal of packaging, assembly, use or modification of the product may limit our ability to determine when or how the damage occurred.

3. Missing Parts and Multiple-Carton Orders

Some products are supplied in multiple cartons. These cartons may arrive separately, even when they were dispatched together or are linked to the same tracking number.

Before reporting a missing carton or component, customers should:

  • Check the carton numbering, such as “Carton 1 of 2” or “Carton A/B”

  • Review all available tracking information

  • Check all packaging and internal compartments

  • Compare the received components with the assembly instructions or parts list

  • Allow reasonable additional time for any remaining cartons still showing as in transit

If a component is confirmed as missing, please provide the relevant part number or a photograph identifying the required part. Where appropriate, we will arrange for the missing component to be supplied.

A temporarily outstanding carton does not necessarily mean that the order is lost or incomplete. An order cannot be cancelled or refunded solely because some cartons arrive before others while the remaining cartons are still in transit.

4. Faulty Products and Australian Consumer Law

Products sold by YES4PETS come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Before determining the appropriate remedy, we may require the product or affected component to be returned or otherwise made available for inspection, testing and assessment.

Minor Problems

Where a problem is minor and can be remedied within a reasonable time, YES4PETS may choose to:

  • Repair the product

  • Replace the affected component

  • Supply a missing part

  • Provide another appropriate remedy

A customer is not automatically entitled to reject the entire product or receive a full refund where a problem is minor and can be reasonably resolved by repairing or replacing the affected component.

Major Problems

Where a product is confirmed to have a major problem under the Australian Consumer Law, the customer may be entitled to choose a refund or replacement, or to retain the product and seek compensation for the reduction in value.

Whether a problem is major will depend on the nature and circumstances of the issue and will be assessed in accordance with the Australian Consumer Law.

5. Inspection and Assessment

We may request reasonable evidence or inspect the product before confirming whether the issue was caused by:

  • A manufacturing defect

  • Delivery damage

  • Incorrect assembly or installation

  • Misuse, neglect or accidental damage

  • Animal damage

  • Modification or attempted repair

  • Normal wear and tear

  • Environmental exposure

  • Another cause unrelated to the condition of the product when supplied

Customers must not dispose of the product or affected component while a claim is being assessed. If the product is discarded, altered, repaired or otherwise made unavailable for inspection, we may be unable to verify the claim or provide an appropriate remedy.

If a customer believes that a product is unsafe, substantially damaged or unsuitable for continued use, they must stop using it and contact us promptly.

Continuing to assemble or use a product after discovering an issue may cause additional wear, damage or depreciation. Any new damage caused by continued use, animals, incorrect assembly, modification or handling will not automatically be treated as part of the original reported issue.

6. Issues Not Covered as Product Faults

A repair, replacement or refund may not be available where the problem was caused by:

  • Incorrect assembly, installation or adjustment

  • Failure to follow the supplied instructions

  • Misuse, abuse, neglect or inadequate maintenance

  • Damage caused by animals

  • Accidental or physical damage after delivery

  • Unauthorised modification or attempted repair

  • Normal wear and tear

  • Use of the product for an unintended purpose

  • Failure to stop using the product after an issue became apparent

  • A condition, feature or imperfection clearly disclosed before purchase

This does not exclude any rights that may apply under the Australian Consumer Law.

7. Returning Faulty or Damaged Products

If a return is required, we will provide return instructions and advise whether the complete product or only the affected component needs to be returned.

Unless otherwise agreed, returned products should be:

  • Reasonably clean and hygienic

  • Safely dismantled where necessary

  • Securely packaged to prevent further damage

  • Complete with all parts requested for assessment

Original packaging is not required for a remedy under the Australian Consumer Law. However, customers must take reasonable care when packaging returned products. Damage caused by inadequate return packaging may affect the assessment.

Where a product is confirmed to have a fault covered by the Australian Consumer Law, YES4PETS will meet its applicable obligations regarding reasonable return costs.

If an assessment finds that the product has no fault, or that the problem resulted from misuse, incorrect assembly, animal damage, modification or another cause for which YES4PETS is not responsible, the customer may be responsible for reasonable collection, return or redelivery costs. Any applicable costs will be explained before the product is returned to the customer.

8. Change-of-Mind Returns

YES4PETS is not legally required to provide a refund or exchange where a customer simply changes their mind. However, we may accept an approved change-of-mind return within 7 days of delivery, subject to the conditions below.

To qualify for a change-of-mind return, the product must be:

  • Unused

  • Unassembled

  • Unmodified

  • Clean and in resalable condition

  • Complete with all parts, accessories and instructions

  • Returned in its original packaging

  • Accompanied by proof of purchase

  • Approved by YES4PETS before being returned

Change-of-mind returns will not be accepted for:

  • Products that have been assembled or partially assembled

  • Products that have been used by or exposed to animals

  • Products that are dirty, damaged, modified or incomplete

  • Products without adequate original packaging

  • Custom-made, specially ordered or cut-to-size products

  • Clearance, final-sale or discontinued products where stated

  • Hygiene-sensitive products that have been opened or used

  • Products returned outside the approved return period

Approval of a change-of-mind return does not mean that a full refund has been approved. The final refund amount will be determined after the returned product has been received and inspected.

9. Change-of-Mind Return Costs and Restocking Fees

For an approved change-of-mind return:

  • The customer is responsible for all return shipping costs

  • Original shipping charges are non-refundable

  • If the order included free or subsidised shipping, the actual original delivery cost incurred by YES4PETS may be deducted from the refund

  • If YES4PETS supplies a return label or books a courier, the cost must be paid before collection or will be deducted from the refund

  • A restocking fee of up to 20% may apply, depending on the condition of the product, packaging, completeness and the work required to inspect, repackage and return the product to saleable stock

No refund will be issued for a change-of-mind return that is used, materially damaged, incomplete or not reasonably capable of resale.

If a returned product does not meet the approved change-of-mind conditions, the customer may be required to arrange collection or pay the reasonable cost of returning the product to them.

10. Exchanges

All exchanges require prior approval.

For an approved change-of-mind exchange, the customer is responsible for:

  • Returning the original product

  • Any applicable restocking fee

  • Shipping the replacement product

  • Any difference in price

If the replacement product costs less, any eligible balance will be calculated after applicable shipping and restocking costs have been deducted.

11. Order Cancellation Requests

Customers may request cancellation before an order has been dispatched. However, submitting a cancellation request does not guarantee that the order can be cancelled.

Our warehouse processes orders continuously, and an order may be picked, packed, labelled or dispatched before the cancellation request is reviewed.

All approved customer-requested cancellations are subject to a cancellation handling fee of $5–$20. This fee covers the administrative and operational work involved in receiving, reviewing, recording, reversing and refunding the order. The applicable fee will be advised before the cancellation is processed.

The cancellation handling fee:

  • Applies once an order has been placed, regardless of whether warehouse processing has commenced

  • Applies equally regardless of the payment method used

  • Is not a card payment surcharge

  • Does not apply where cancellation results from an error by YES4PETS or where the customer is entitled to a remedy under the Australian Consumer Law

12. Orders Already Processed or Dispatched

An order may no longer be cancellable once it has been packed, labelled, manifested, collected by a courier or dispatched.

Where possible, we may attempt to request a courier recall. Courier recall requests are not guaranteed and may not succeed.

If a customer requests cancellation after processing or dispatch, the following amounts may be deducted from any approved refund where they have already been incurred:

  • Original shipping costs

  • Courier recall or redirection fees

  • Return-to-sender charges

  • Additional handling costs reasonably incurred

  • A cancellation handling fee of $5–$20

A refund will not be processed until the goods have been returned to and received by YES4PETS and their condition has been inspected.

If the recall is unsuccessful or the product has already been delivered, the customer may request a change-of-mind return under Sections 8 and 9 of this policy.

13. Failed Delivery, Redelivery and Return to Sender

Customers are responsible for providing a complete and accurate delivery address, access instructions and contact telephone number.

Where delivery cannot be completed because of an incorrect or incomplete address, failure to collect, refusal of delivery, unavailable access or another matter outside our control, the customer may be responsible for:

  • Redelivery costs

  • Address correction or redirection fees

  • Return-to-sender charges

  • The cost of sending the order again

If the order is returned to us and the customer no longer wants it, the return may be treated as a change-of-mind return, subject to inspection and the applicable deductions under this policy.

14. Store Pickup Orders

Valid photo identification must be presented for all store pickups. The name on the identification must match the name of the purchaser or the authorised person collecting the order.

If another person will collect the order, the purchaser must provide written authorisation before collection. The authorised person must present valid photo identification at the time of collection.

We reserve the right to refuse collection where:

  • Valid photo identification is not provided

  • The identification does not match the purchaser or authorised person

  • Written collection authorisation has not been provided

  • We are unable to reasonably verify the identity or authority of the person collecting the order

Customers or their authorised representatives must inspect the cartons and confirm the number of packages collected. Once the order has been released to the customer or authorised representative, it will be recorded as collected.

Store pickup orders remain subject to the Australian Consumer Law and the change-of-mind conditions in this policy.

15. Refund Processing

Approved refunds will generally be processed to the original payment method.

Please allow a reasonable processing period after:

  • The returned goods have been received

  • Any required inspection or assessment has been completed

  • The final refund amount has been confirmed

Banks and payment providers may require additional time to make the funds available after we process the refund.

Shipping, recall, redirection, return-to-sender, return-label, restocking and cancellation handling fees may be deducted only where applicable under this policy and permitted by law.

16. Customer Agreement

By placing an order on the YES4PETS website, customers acknowledge that they have read, understood and agreed to this Refund, Return and Order Cancellation Policy.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.