Return Policy

This Return Policy applies to all purchases made through Petsome (“we”, “us”, “our”). By placing an order on our website, you agree to the terms set out below.

30-Day Return Period

Subject to the conditions outlined in this policy, customers may request a return within 30 days from the date of delivery.

To be eligible for a return, items must:

  • Be unused, unopened, and in original packaging
  • Be in a resaleable condition
  • Include proof of purchase

Non-Returnable Items

For health, safety, and hygiene reasons, the following items are not eligible for return unless deemed faulty, damaged, or incorrectly supplied:

  • Opened or used pet food, treats, or supplements
  • Opened grooming or hygiene products
  • Personalised or custom-made items
  • Clearance or final sale items
  • Gift cards

Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, or incorrect, customers must notify us within 48 hours of delivery.

Where a product is confirmed to be faulty or incorrectly supplied, Petsome will, at its discretion, provide a replacement, refund, or store credit in accordance with Australian Consumer Law.

Return Process

All returns must be submitted via our online returns portal. Returns submitted outside of this process may not be accepted.

Return Portal:
https://petsome.com.au/returns

Customers are responsible for ensuring returned items are securely packaged and returned in accordance with the instructions provided.

Return Shipping Costs

Unless the return is due to a fault or error on our part, customers are responsible for all return shipping costs.

We recommend using a tracked shipping service. Petsome is not responsible for return items lost in transit.

Refunds

Once a return is received and inspected, eligible refunds will be processed to the original payment method used at checkout.

Please allow 3–5 business days for refund processing following approval. Processing times may vary depending on your financial institution.

Exchanges

Exchange requests are subject to product availability. Where an exchange is not available, a refund or store credit may be issued at our discretion.

Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy is intended to exclude or limit any statutory rights available to consumers.

Contact Information

If you have questions regarding this policy or your return:

Email: support@petsome.com.au
Website: www.petsome.com.au

 

 

Page reviewed 16/01/2026