Refund policy
At Hearthwood Pets, we want you and your pup to love everything you receive from us. If something isn’t quite right, we’re here to help.
Change-of-Mind Returns
We offer a 14-day return policy for eligible items. This means you have 14 days after receiving your order to request a return.
To be eligible for a change-of-mind return, your item must be:
- Unused and in the same condition you received it
- In its original packaging
- With all original tags, seals and packaging intact
- Accompanied by a receipt or proof of purchase
Items that have been used, worn, washed, opened, or have had their original tags or seals removed may not be accepted for a change-of-mind return.
To request a return, please contact us at hello@hearthwoodpets.com.au before sending your item back.
Returns should be sent to:
Hearthwood Pets
55 Aberdeen Street
Perth WA 6000
Australia
Items returned without first contacting us may not be accepted.
Unless the item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, defective or incorrect.
For items damaged during delivery, we recommend contacting us within 48 hours of receiving your order at hello@hearthwoodpets.com.au, along with photos of the item and packaging where possible.
We’ll review the issue and work with you to provide an appropriate solution.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. If a product has a major or minor problem covered by the Australian Consumer Law, your rights to a remedy are not limited by our change-of-mind return conditions.
Non-Returnable Items
For change-of-mind returns, we are unable to accept:
- Pet treats and food products
- Opened consumables
- Custom or special-order items
- Gift cards
- Sale or clearance items
- Items that have been used, worn or washed
- Items with original tags, seals or packaging removed or damaged
These exclusions apply to change-of-mind returns only and do not affect your rights under the Australian Consumer Law if an item is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
If you’re unsure whether your item qualifies for a return, please contact us before sending it back.
Exchanges
If you would like to exchange an eligible item for a different size, colour or style, please contact us first to confirm availability.
Items must meet the same conditions outlined under our Change-of-Mind Returns policy.
For online orders, customers are responsible for return shipping and any shipping costs associated with sending the replacement item, unless the original item is faulty, damaged or incorrect.
Alternatively, you may return the eligible item and place a new order for your preferred replacement.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process the refund.
Original shipping charges are non-refundable for change-of-mind returns.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@hearthwoodpets.com.au.
Australian Consumer Law
Our returns policy is in addition to your rights under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.