Refund policy

We want you to be completely satisfied with your purchase, but we understand that sometimes you may need to return an item. Please read our return policy carefully to ensure a smooth and hassle-free return process.

30-day return policy
We have a 30-day return policy, which means you have 30 days after purchasing your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Postage is not refundable. To ensure the best possible experience for all customers, we kindly ask that you refrain from allowing your pet to interact with the product before initiating a return. And do not remove any sticky, hang-tag, or anything from the original packing. Once your pet plays or chews the product, we can no longer accept any type of return. 

To start a return, you can contact us at support@madpet.com.au. If your return is accepted, we’ll send you an address and instructions on how to do it. Items sent back to us without first requesting a return will not be accepted. Please note that all returns must be shipped out within 7 days of the return being approved. If your return parcel is delayed, we will use the first scan date provided by Australia Post to determine the eligibility of your return.

You can always contact us for any return questions at support@madpet.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalised items), and health care goods (such as dog toothbrushes, and dog brushes). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. No change-of-mind refunds after 14 days of the purchase date. If the new order value after returns affects the eligibility for free shipping, the standard shipping fee will be deducted from the refund value. 

Unfortunately, we cannot accept returns on clearance items, sales items, or gift cards.

Exchanges
The fastest 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.

Restocking fee
We reserve the right to charge a restocking fee for certain items that are returned for reasons other than being defective, damaged, or an incorrect item was received. Restocking fees will be determined based on the condition of the item and will be a minimum of $20 or up to 20% of the item's original price. Restocking fees may be charged under the following circumstances:

• Any item claimed to be faulty but is found to be in good working order upon inspection.
  
• Any item that has signs of use or damage and is returned for reasons other than being defective, damaged, or an incorrect item was received.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow up to 10 business days for your bank or credit card company to process and post the refund to your account. If your original payment method is no longer available, please let us know when initiating the return. In such cases, we will issue store credit to you instead of a refund.