Refund policy
The ChewPets Return & Refund Policy
We’re committed to delivering safe, effective, and high-quality products for your pet. That’s why we offer a 90-day satisfaction guarantee on eligible purchases.
Return Rules Summary
- Returns are accepted within 90 days of delivery.
- Brand Protection Limit: Only your most recent order qualifies for a refund (not all orders over time).
- The product must be physically shipped back to us before we can process a refund.
- A $4.00 flat-rate return shipping fee may apply (deducted from your refund).
- No restocking fees will be charged.
- Final sale items are not eligible for return or refund.
90-Day Guarantee Terms
You may request a refund within 90 days of receiving your product, as verified by the delivery date indicated on your original shipment tracking number.
To qualify for a refund: - You must contact us at team@thechewpets.com.au within 90 calendar days of delivery.
- Only your most recent order qualifies for a refund; we do not refund multiple historical orders accumulated over time.
- The product items must be shipped back to us before a refund is issued.
- Items sent back to us without first requesting a return will not be accepted.
- You must provide proof of purchase and your order number.
Requests submitted after 90 days from the confirmed delivery date, or items sent back without prior authorization, are not eligible for a refund under this guarantee.
How to Start a Return or Refund
Email team@thechewpets.com.au with: - Your order number and name.
- A clear photo of the product showing its current state.
- Confirmation that your last order was within 90 days of delivery.
If your return is approved: - We will provide instructions on how and where to ship your return.
- A $4.00 flat-rate shipping fee may be deducted from your refund total.
- Products must be shipped back before your refund is finalized.
Items That Cannot Be Returned
We cannot accept returns or offer refunds for: - Products returned outside the 90-day window.
- Any historical orders prior to your most recent purchase.
- Personalized items.
- Gift cards or sale items (final sale).
Damages or Incorrect Items
Please inspect your order upon delivery. If the item is damaged, defective, or incorrect, contact us immediately at team@thechewpets.com.au so we can evaluate and resolve the issue promptly.
Exchanges
If you would like a different item, the fastest way is to request a refund for the current item (if eligible) and place a new order.
Subscription Orders
For products purchased through a subscription: - Refund requests for the first order follow the 90-day return policy stated above.
- Refund requests for subsequent subscription orders must first follow our Subscription Cancellation Policy.
- Refunds for recurring shipments will not be processed unless cancellation terms have been met.
- Customers are responsible for reviewing and complying with the Subscription Cancellation Policy before initiating any refund request on subscription orders.
European Union: 14-Day Right of Withdrawal
If your order was shipped to a country in the European Union, you have the right to cancel or return your order within 14 days of receipt under the Consumer Rights Directive.
To qualify: - The item must be unopened, unused, and in its original packaging.
- Proof of purchase must be provided.
- Products used more than 50% are not eligible for a refund under this specific provision due to legal exemptions for opened consumables.
Refund Timelines
If your return is approved, your refund will be issued to your original payment method within 10 business days of receiving and inspecting the returned product.
Please note: - Your financial institution may take additional time to post the funds.
- If 15 business days have passed since approval and the refund has not posted, please contact us at team@thechewpets.com.au.
Regional Compliance
This policy complies with consumer protection laws in: - United States – FTC Mail Order Rule.
- Canada – Federal and provincial consumer protection acts.
- United Kingdom – Consumer Contracts Regulations 2013, Consumer Rights Act 2015.
- European Union – Consumer Rights Directive (Directive 2011/83/EU).
- Australia – Australian Consumer Law.
- New Zealand – Consumer Guarantees Act 1993, Fair Trading Act.
ChewPets reserves the right to decline return or refund requests that fall outside these terms or that abuse the guarantee.
Contact
For return or refund assistance, please email: team@thechewpets.com.au