Returns Policy
The Pet Shop Boyz offers a 30 Day Money Back Guarantee provided that the goods are returned in a reasonable condition to be resold. Many of our products carry a manufacturer’s warranty. The Pet Shop Boyz advises customers to comply with the manufacturer’s warranty requirements and conditions which usually appear on the packaging and/or warranty card.
Please take care when placing your order. The Pet Shop Boyz does not accept products returned to us due to change of mind, are damaged after sale, or due to misuse.
Accepted returns include manufacturing faults, product malfunctions or product failure. Where goods have been deemed to be faulty by our technical staff, The Pet Shop Boyz will replace and send out your replacement or repaired product Freight Free.
Please note: If you do decide to send your goods to be replaced, freight charges will only be refunded if the product is found to be faulty.
When goods have been sent back to us and our technical staff have found them to be in working order, freight will not be refunded and goods will be returned to you at your own cost.
If you need to return a product to us for exchange or replacement, please follow these simple steps:
1. Contact The Pet Shop Boyz for advice and return instructions. (In many cases the problem can be diagnosed and even repaired over the telephone)
Telephone: 61 2 49600708 Fax: 61 2 49601714
We will ask you for:
- Your Name and customer number
- Your email address
- Your Order Number which is listed on the top right hand side of your receipt
- The product code or description
- The nature of the fault
2. The Pet Shop Boyz will email you a "Product Return Authority" form for the item/s authorised for return. The information on this form enables us to efficiently process the products you returned to us and organise repairs, replacements or credits as quickly as possible
3. Carefully pack the product being returned to avoid damage which may occur in transit. Where possible, use the original packaging boxes
4. Enclose the completed Product Return Form
5. Address the package to:
Returns Department
The Pet Shop Boyz
Unit 1 (5 to 7) Channel Road
Mayfield West
NSW 2304
Australia
6. Be sure to follow any special instructions given to you by our warehouse staff
Important Notes regarding product returns
- Packages will not be accepted at our store without a Product Return Authority Form.
- Faulty products will be tested by us before we contact the manufacturer.
- Where a fault is not found on testing, products will be returned to the purchaser at their own cost.
- Faulty goods will be forwarded to the manufacturer who will then process the claim and either repair or replace the goods.
- Online purchases cannot be exchanged in our retail stores.
