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Meet Brownie – Comfort Designed for a Lifetime of Love.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your product is faulty, damaged, or not as described, you have the following rights:
- A repair, replacement, or refund for major failures
- Compensation for any reasonably foreseeable loss or damage
- The right to reject goods that are significantly different from the description or sample
- Protection against misleading or deceptive conduct
These rights apply in addition to any other rights and remedies available under our return policy or any other law.
30-Day Change of Mind Returns
At Pets Heaven, we want you and your pet to be completely satisfied with your purchase. If you change your mind about a product, we offer a 30-day change of mind return policy from the date of delivery.
Conditions for Change of Mind Returns:
- The product must be unused, unwashed, and in its original condition
- All original packaging, tags, and labels must be intact
- The product must not show any signs of pet use (hair, odours, stains, scratches)
- Proof of purchase (order number or receipt) must be provided
- The return must be initiated within 30 days of delivery
Please Note: Change of mind returns are subject to inspection. If the product shows signs of use or damage, we reserve the right to refuse the return or offer a partial refund. For hygiene reasons, products that have been in contact with pets cannot be resold and may not be eligible for change of mind returns.
How to Initiate a Return
To start a return, please follow these simple steps:
- Contact our Customer Care team via email at support@petsheaven.com.au within 30 days of receiving your order
- Provide your order number and the reason for the return (change of mind, faulty product, damaged in transit, etc.)
- Include photos if the product is faulty or damaged
- Our team will review your request and provide you with a Return Authorisation Number (RAN) and return instructions within 1–2 business days
- Pack the item securely in its original packaging (if possible) and include the RAN on the outside of the package
- Send the item back to the address provided in your return authorisation email
Important: Do not return items without first contacting us and receiving a Return Authorisation Number. Unauthorised returns may not be processed or refunded.
Refund Timeframes
Once we receive your returned item, we will inspect it and process your refund as follows:
- Inspection: 1–2 business days after receiving the returned item
- Refund approval: You will receive an email confirmation once your refund is approved
- Refund processing: 5–10 business days for the refund to appear in your account, depending on your financial institution
Refunds will be issued to the original payment method used at the time of purchase. If you paid via credit card, the refund will be credited to that card. If you paid via PayPal, the refund will be returned to your PayPal account.
Shipping costs: Original shipping fees are non-refundable for change of mind returns. If your return is due to a faulty or damaged product, we will refund the full amount including shipping costs.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they are faulty or damaged:
- Products that have been used by pets (showing hair, odours, stains, or scratches)
- Products with removed or damaged tags and packaging
- Personalised or custom-made items (unless faulty)
- Sale or clearance items marked as "final sale"
Please note: These restrictions do not affect your rights under Australian Consumer Law for faulty, damaged, or misrepresented goods.
Faulty or Damaged Goods
If you receive a product that is faulty, damaged, or not as described, you are entitled to a remedy under Australian Consumer Law. We will offer you a repair, replacement, or refund depending on the nature of the issue.
What to Do:
- Contact us immediately at support@petsheaven.com.au
- Provide your order number and clear photos of the fault or damage
- Describe the issue in detail
We will assess your claim and provide a resolution within 2 business days. For faulty or damaged goods:
- We cover all return shipping costs
- You will receive a full refund including original shipping fees, or a replacement product at no additional cost
- If the fault is a major failure, you can choose between a refund or replacement
Our Commitment: We stand behind the quality of our products. If something isn't right, we'll make it right — no questions asked.
Return Shipping Costs
Change of Mind Returns: Customers are responsible for return shipping costs. We recommend using a tracked and insured shipping method, as we cannot be held responsible for items lost or damaged in transit back to us.
Faulty, Damaged, or Incorrect Items: Pets Heaven will cover all return shipping costs. We will provide you with a prepaid return label or reimburse your shipping costs upon receipt of the returned item.
Exchanges
We currently do not offer direct exchanges. If you would like a different size, colour, or product, please return your original item for a refund and place a new order for the item you prefer.
This ensures you receive your new item as quickly as possible without waiting for the return to be processed first.
Frequently Asked Questions
Questions About Returns?
Our Customer Care team is here to help make your return experience as smooth as possible.
Email: support@petsheaven.com.au
Phone: 0426 507 877
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
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