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.

Returns

We offer a 30-day return policy for eligible items. This means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

Unused and in the same condition you received it
In the original packaging
Accompanied by a receipt or proof of purchase

To start a return, please contact us at: hello@hearthwoodpets.com.au

Returns should be sent to:

Hearthwood Pets
55 Aberdeen Street
Perth WA 6000
Australia

Please note that items sent back without first requesting a return will not be accepted.

Damaged, Faulty, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery at hello@hearthwoodpets.com.au with photos of the item and packaging. We’ll review the issue and make it right as quickly as possible.

Non-Returnable Items

Due to safety and hygiene reasons, certain products cannot be returned.

These include:

Pet treats and food products
Opened consumables
Custom or special-order items
Gift cards
Sale items

If you’re unsure whether your item qualifies for return, feel free to contact us before sending it back.

Exchanges

If you’d like to exchange an item, the quickest way is to return the original item (if eligible) and place a new order for the replacement.

Refunds

Once we receive and inspect your return, we will notify you whether the 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.

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