Refund policy

Returns and Refunds

Change-of-mind returns
You may request a change-of-mind return within 15 days of delivery. The item must be unused, unopened, in its original packaging and in a condition suitable for resale. Proof of purchase is required.

To request a return, email info@xchpet-au.com before sending the item. If the return is accepted, we will provide return instructions and the return address. Items sent back without prior approval may not be accepted. Customers are responsible for return shipping costs for change-of-mind returns.

Opened or used cat litter and other hygiene-sensitive or consumable products cannot be returned for change of mind.

Damaged, defective or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact info@xchpet-au.com as soon as reasonably possible, preferably within 2 days of delivery, and include your order number and clear photos. We will assess the issue and arrange an appropriate remedy.

Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy if a product does not meet a consumer guarantee. The timeframes and conditions in our change-of-mind policy do not limit your rights under the Australian Consumer Law.

Refunds
Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Your bank or card provider may require additional time to process and display the refund.

Order cancellations
To request cancellation, contact us as soon as possible. We cannot guarantee cancellation after an order has been processed or dispatched.

Contact
For return or refund questions, email info@xchpet-au.com.