Return & Refund Policy

Effective Date: 14/09/2025

At OzPetPal, we want you to be completely satisfied with your purchase. If for any reason you are not happy, we offer returns and refunds under the following conditions:

1. Free Returns Within 21 Days

You may return most items for a full refund within 21 days from the order date or 7 days after delivery, whichever comes first. Returns are free of charge for every order, and we will provide instructions for a smooth return process. Note: If you order multiple items in same order, only the first return is free of cost.

2. Eligibility for Returns

  • Items must be unused, in original packaging, and in the same condition as when you received them.
  • Items marked as non-returnable or final sale cannot be returned.
  • Proof of purchase (order number or receipt) is required.

3. How to Return

  1. Contact our customer service at help@ozpetpal.com to request a return.
  2. We will provide a return shipping label and instructions.
  3. Pack the item securely in its original packaging.
  4. Ship the item back using the provided label.

4. Refund Process

  • Once we receive and inspect the returned item, we will process your refund within 5-7 business days.
  • Refunds will be issued to the original payment method.
  • You will receive a confirmation email once the refund is processed.

5. Exchanges

If you wish to exchange an item for a different size or color, please contact us at help@ozpetpal.com. Exchanges are subject to stock availability.

6. Non-Returnable Items

  • Gift cards
  • Personalized or custom-made items
  • Items damaged after delivery due to misuse or negligence

7. Shipping Costs

For returns within 21 days from order or 7 days after delivery, return shipping is free. If a return is requested after above time frame, you may be responsible for return shipping costs unless otherwise stated.

8. Contact Us

If you have questions about our Return & Refund Policy, please contact us at:

OzPetPal
Email: help@ozpetpal.com

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