Return + Refund policy

 

At Pet Reign, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not satisfied with your order, please review our return and refund policy below.

 

1. Incorrect Address / Failed Delivery

If an order is returned to sender due to:

  • an incorrect or incomplete address
  • failure to collect the parcel
  • refusal of delivery

               The order may be eligible for reshipment, however:

·        additional shipping fees will apply

·        original shipping costs are non-refundable

Please contact us within 7 days of delivery failure or return notification to arrange reshipment.

We recommend double-checking all delivery details before placing your order.

 

2. Returned to Sender (Non-Delivery)

Where an order is returned to sender due to customer error:

  • a 20% restocking fee may apply
  • original shipping costs are non-refundable

Any refund will be for the product value only, less applicable fees

Requests must be made within 7 days of the parcel being returned to sender.

 

3. Incorrect Returns Sent by Customer

Customers are responsible for ensuring the correct item is returned.

  • Pet Reign and our suppliers cannot guarantee recovery of incorrectly returned items
  • Items sent in error may not be returned or refunded

 Please contact us before returning any item so we can provide the correct instructions.

 

4. Damaged, Faulty or Incorrect Items

If your order arrives:

  • damaged
  • faulty
  • or incorrect

Please contact us within a reasonable time (we recommend within 48 hours) with photos and details.

 In these cases, Pet Reign will:

  • arrange a replacement, repair, or refund
  • ensure no restocking fees apply
  • cover any additional shipping costs

This is in line with your rights under the Australian Consumer Law.

To make a claim:

Email hello@thepetreign.com.au within 10 days of delivery with:

  • your order number
  • a description of the issue
  • clear photos or video of the product and packaging 

Please do not dispose of the item until your claim has been assessed.

 

5. Returns Process

  • All returns must be approved by Pet Reign before being sent back
  • Unauthorised returns may not be accepted or processed
  • Return instructions will be provided once your request is approved

Return shipping:

  • Faulty or incorrect items → return shipping will be covered by us

We recommend using tracked shipping, as we cannot guarantee responsibility for items lost in transit without proof of delivery.

 

6. Refunds

  • Refunds are issued to the original payment method only
  • Processed within 3–5 business days after approval
  • Shipping costs are non-refundable, unless required by law

7. Warranty

Pet Reign honours its obligations under the Australian Consumer Law.

This does not cover:

  • normal wear and tear
  • damage caused by misuse or pets (e.g. chewing, scratching)
  • improper assembly or care

All claims are assessed case-by-case and may be referred to the supplier or manufacturer.

 

8. Change of Mind

We do not accept change of mind returns due to the nature of our fulfilment process.

As every pet is unique, individual experiences and results may vary. Pet Reign products are thoughtfully selected to support comfort, calm and enrichment, however we cannot guarantee specific outcomes for every pet.

For this reason, we are unable to offer refunds based solely on personal preference or unmet expectations where a product is not faulty.

 

9. Order Cancellations

Orders must be cancelled immediately after purchase.

Due to fast processing times, we cannot guarantee cancellations or changes once an order has been placed.

Payment processing fees may be non-refundable.

 

10. Exchanges

We do not offer direct exchanges.

To change an item, please place a new order.

 

11. Contact

For all enquiries, please contact:
hello@thepetreign.com.au

 

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