Refund policy
Shipping & Delivery
We aim to dispatch orders promptly, with items ordered before 4 pm Monday to Friday (excluding public holidays) shipped the same day. Free delivery is available for all Australian orders sent via Australia Post.
Please note that the delivery times provided during checkout are estimates, as most delivery service times are not guaranteed by the mail carrier. Despite our best efforts, we cannot control delivery times once an order has been shipped.
Your satisfaction is our top priority, and we are dedicated to resolving any delivery issues promptly and with minimal inconvenience. Please feel confident that we will do everything possible to ensure you receive your order quickly and efficiently. If you ever have any concerns or questions, please contact us, and we will be happy to assist you.
Overseas Delivery
For overseas deliveries, please make an inquiry using the Contact Us page.
Returns
Our return policy is valid for 30 days from the date of purchase. After 30 days, unfortunately we cannot offer a refund or exchange and in accordance with relevant Australian consumer laws.
To initiate a return, you must inform us at woof@purelovepetsupplements.com and advise the below information:
- Product – Advise the product you wish to return.
- Quantity to return – Advise the number of items you wish to return.
- Return Reason – Advise the reason why the product is faulty to support the request a return.
- Return Action – Specify the desired action, such as an exchange or refund.
- Condition of product – Indicate the condition of the item(s) being returned.
To be eligible for a return your item must be:
- in the same condition as when you received it,
- in the original packaging, and
- with a copy of the receipt or proof of purchase.
- the majority of the product must remain in the bag.
Pure Love Pet Supplements can sometimes, at their own discretion, provide refunds outside of these conditions.
Non-Returnable Items
- Gift cards
- Downloadable software products
- Certain health and personal care items
Partial Refunds
Partial refunds may be granted in the following situations:
- Books with obvious signs of use
- Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records
- Items not in their original condition, damaged, or missing parts for reasons not due to our error
- Items returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved, you will receive an email with instructions on how to return your item(s). Once received in accordance with our returns criteria, the refund will be processed and applied to your original method of payment.
Once your return is received, we will strive to process it within 10 working days.
Late or Missing Refunds:
If you do not receive the refund email, please check your SPAM/Junk folder.
Check your bank account and contact your credit card company as processing times can vary.
If you still have not received your refund, please contact us at woof@purelovepetsupplements.com
Sale Items:
Only regular-priced items are eligible for refunds; sale or discounted items are non-refundable.
Exchanges
We replace items if they are defective or damaged prior to being received. For exchanges of the same item, contact us at woof@purelovepetsupplements.com and send your item to TBA.
Shipping
To return your product, email us to arrange a product return. You are responsible for the return shipping costs, which are non-refundable. If you receive a refund, and return postage hasn’t been paid, the cost of return shipping will be deducted. We may authorize a refund without requiring you to return the product at our discretion.
For items over $50, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
International Considerations
If you are an international customer, please be aware that shipping times and costs may vary. You may also be subject to import duties and taxes, which are not covered by our refund policy.