Refund policy
Refund policy
Last updated: April 2026
Our commitment
At Petoz World, your satisfaction, and your pet's wellbeing, is our priority. If you're not happy with your purchase for any reason, we're here to help.
Returns
We accept return requests within 30 days of the delivery date. To be eligible for a return, items must be unused, in their original packaging, and in the same condition you received them.
For hygiene and safety reasons, opened or partially used products cannot be returned unless they are defective or damaged.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within 5–10 business days.
If your item arrived damaged, defective, or incorrect, we will offer you a full refund or a free replacement — no need to return the item.
Non-refundable items
The following are not eligible for a refund:
- Products returned more than 30 days after delivery
- Opened or used products (unless defective)
- Items showing signs of misuse or damage caused by the customer
Return shipping
If the return is due to a defect or our error, we will cover the return shipping cost. For change-of-mind returns, the customer is responsible for return shipping fees.
How to request a refund
To start a return or refund request, please contact us at:
support@petozworld.com
Please include your order number and a brief description of the issue. Photos of any damage or defect are appreciated and help us resolve your request faster.
Australian consumer law
Our products 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 they fail to be of acceptable quality and the failure does not amount to a major failure.