Returns Policy

At PetCircle, our first priority is to ensure customer satisfaction. If something is wrong with your purchase, we are committed to making it right!

Repair, Replacement & Refund Policy

This policy provides you with the comfort of knowing that if any product you purchase from PetCircle is found to be defective or does not meet your needs, we will repair, replace, or offer you a refund as outlined below.

This policy provides you with additional benefits beyond your rights under the Australian Consumer Law (see below) because your satisfaction is very important to us.

Products returned within 14 days will be eligible for a refund or exchange, at the discretion of PetCircle.

In-Store Purchases

  • PetCircle Pals Members: If the transaction for the product being returned is listed on your account, we can accept this as proof of purchase.

  • Non-Members: A copy of the PetCircle tax invoice/receipt is required.

For approved refunds, we will refund via the same payment method used on the tax invoice. You do not have to return your product to the store of purchase; feel free to visit any PetCircle store.

Online Returns Policy

If you purchased online (Click & Collect or Home Delivery), you can return a product through:

  1. Return to a PetCircle Store
    Provide proof of purchase as detailed above. If you are not a PetCircle Pals member, provide a printed copy of the order confirmation email. Refunds may take up to 7 business days.

  2. Post the Product Back
    Email support@petscircle.store with your name, preferred contact details, invoice number, and the reason for the return. We will provide you with a return shipping label. Returned items must include proof of purchase.

Note: You will bear the return shipping costs for change of mind returns. Refunds may take up to 7 business days.

Items Damaged in Transit

If you receive a product that you believe has been damaged in transit, return it within 14 days of receipt. We will inspect it and, if damaged in transit, will replace or refund the product (including delivery costs). Proof of damage is required.

Delivery Refund Policy

For online purchases where the product is defective or damaged in transit, return the product within 14 days, and we will refund the delivery charge or cover the costs of delivering a replacement.

Damaged Items Returns Policy

We do not offer a refund or replacement for products that have been damaged due to abnormal use (e.g., misuse, chewed, or not following the manufacturer's instructions). If repair is possible, it will be at your direction and cost.

Faulty or Defective Items Return Policy

If the product is faulty, return it within 14 days. We will inspect it and, if faulty, will replace the product or issue a refund.

Food Return Policy

For in-store purchases, if your pet doesn't like the food, return it within 2 weeks with the tax invoice, and we will offer a more suitable option (for selected food items only).

Pharmacy & Treatments Return Policy

Items from the pharmacy or treatment range cannot be returned if the packaging has been opened or tampered with. For further assistance, contact our customer service.

Consumables Return Policy

Consumable items such as cleaning products, shampoos, training pads, and grass planters cannot be refunded if opened or used.

Scratchers Return Policy

Used scratchers cannot be returned for a refund.

Australian Consumer Law

Your rights under the Australian Consumer Law are in addition to this policy:

  • Major Failures: You are entitled to a replacement or refund for a major failure.

  • Minor Failures: If the issue is minor, we will repair the product free of charge.

Replacement or refund will be provided based on the original purchase price and payment method.