Returns & Refund Policy
PetGem is proud to offer a 15 day returns policy, meaning that you have 15 days from the day you receive your item to request a return in case you change your mind.
Please read our refund policy carefully to understand your rights and responsibilities.
Returns and Refund Policy:
We gladly accept returns for a refund within 15 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Initiating a Return:
To initiate a return, please follow these steps:
- Contact our customer service team at info@petgem.com.au to notify us of your intention to return the item and to receive further instructions.
- Pack the item securely in its original packaging, including any accessories or documents that came with it.
- Ship the item to the address provided by our customer service team. Buyer will cover the return shipping fee.
Conditions for Refund:
- The item must be in its original condition and packaging to be eligible for a refund.
- You are responsible for the cost of return shipping unless the return is a result of our error or a defective product.
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
Exclusions:
- Some items may not be eligible for a return or refund. These include perishable goods, personalized items, and items that are not in their original condition or are damaged.
- Unfortunately, we cannot accept returns on sale items or gift cards
Damaged or Defective Items:
If you receive a damaged or defective item, please contact us immediately at info@petgem.com.au. We will work with you to resolve the issue promptly.
Contact Us:
If you have any questions about our refund policy or need assistance with a return, please contact our customer service team at info@petgem.com.au