Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Out Of Stock (if applicable)
As being an online retailer and having a stand-alone store linked to this website. From time to time an item may be out of stock at the time of sale or a stock item might be damaged. We have made every effort to make sure our stock numbers are correct and items are in good condition. If an issue does arrive after-sale for any reason above we will refund your purchase and any postage cost or offer you a choice to exchange. Please note refunds payments can take up to 3 days depending on your bank.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. Please note can take 3 to 10 days for your bank to progress the refund.
If you’ve done all of this and you still have not received your refund yet, please contact us at pp.hornsby@gmail.com.

Please note can take 3 to 10 days for your bank to progress the refund.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at pp.hornsby@gmail.com and send your item to: Pampered Petz Hornsby, Shop 3003/4 Westfield Hornsby, 236 Pacific Highway, Hornsby NSW 2077, Australia.

You will be responsible for paying for your own shipping costs for returning your exchange item unless the item is damaged. Shipping costs are non-refundable.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: Pampered Petz Hornsby, Shop 3003/4 Westfield Hornsby, 236 Pacific Highway, Hornsby NSW 2077, Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Pampered Petz Hornsby is committed to providing exceptional customer service and quality products. We endeavor to make sure that all products listed on the website are currently in stock and pricing is true and correct.

Pampered Petz Hornsby delivers products Australia-wide using Australia Post or Aramex.

Flat rate Standard Shipping $9.95 Australia Wide. Spend $150 or more and receive Free Standard Shipping! We do offer Express Shipping for NSW residents only at this time which is $15.99.

For larger and bulky items, such as scratching post and large bags of food, hutches, and cages, and bulk good items. At this time can only ship to NSW Local Residents or Collect from Store. Some bulk items have a shipping fee of $15.00.

We thank you for your understanding of the above shipping fee and continue to help support local small businesses. As being a small business we are always looking for ways to keep the shipping cost down. We hope to bring 1 one flat fee for all of Australia soon.

Orders are dispatched within 3 business days and the delivery is estimated between 1-7 business days, depending on the method of transport and your location within Australia. Due to Covid-19, there might be a slight delay in sending your order.

Our main postage choice is Australia Post, from time to time will send good through another courier of our choice. *Please note: The timeframe below are estimates are from when the parcel is sent and only account for business days. All orders are processed and sent as soon as possible as we know how important it is to receive your purchase promptly. These do not include delays outside our control.

DELIVERY TIME FRAME:

Australia Post: 3 to 14 days from dispatch

Aramex Australia: 1 to 7 days from dispatch

Local Delivery: 48 business hours from the date of order

Click & Collect: Within 2 hours with orders place by 12pm Monday to Friday,

Pampered Petz Hornsby ships goods Australia-wide. At this time we do NOT accept international orders through our website, please contact us on (02) 9482 1321 or pp.hornsby@gmail.com to enquire about a special order.