Returns Policy & 30-Day Guarantee
OUR RETURNS POLICY
Our pets are as individual as we are. All pets play in different ways, and respond to different stimulation. There will always an element of trial and error in finding the most suitable products for your individual pet. We ask that you keep this in mind when choosing products.
Whilst every effort is made to make descriptions as accurate as possible, errors may unintentionally occur. In the case of an error made by Lucky Pet, we will attempt to rectify this at no extra cost to you.
30-DAY 100% MONEY BACK GUARANTEE...
We guarantee that the product you receive is without faults and can be used for the intended purpose. We understand that you might make a mistake, so we want to make it easier for you with our No Hassles Guarantee.
If you change your mind, or have just decided the product is not right for you, please get in touch with us first. Send an email describing the problem to: firstname.lastname@example.org. Include your order number and the item/s to be returned - we'll assess, and will advise next steps.
Goods returned for refund, exchange or credit must be received within 30 business days from the date of receipt and are subject to the following criteria:
- All goods returned must be in new, unopened condition with all seals intact.
- Used, damaged or soiled returns will not be accepted and will be returned at the customer’s expense.
- Customers are responsible for postage costs associated with returning goods for refund, credit or exchange (errors excluded).
- Lucky Pet accepts no responsibility for loss or damage caused during return transit.
Returns and refunds will be processed within fourteen business days of receipt of the returned item/s.
Please do not return items by COD or Return to Sender - contact us before you return anything.
If a product has been deemed to be damaged or defective on arrival, we (or our local distributor / manufacturer, if applicable) will replace a product or product part as deemed appropriate.
Lucky Pet offers a 30 day money back guarantee on all products sold. After this time products are covered by the respective manufacturer’s warranty. Although we aim to provide a fast and efficient turnaround of faulty goods, it’s important to note we cannot always offer instant replacements. Delays may range from 2-4 weeks should we need to seek assistance from suppliers or manufacturers.
The warranty is voided where damage to the product is caused by reason other than the manufacturer's defects, accident, misuse, improper use, abuse, faulty operation contrary to recommended usage, transportation damage or when product has been tampered, altered, modified, converted, repaired or serviced other than by us or when this warranty has been tampered, amended and also on cosmetic damages, wear n' tear, damage to accessories.
We sell only premium holistic food that is rich in protein. Make sure you change over gradually from standard food. Please see the manufacturer’s directions for guidance. All food that is sold by Lucky Pet comes with a palatability guarantee. If your pet does not like the food you have chosen within 7 days, simply get in touch with us and we will advise next steps. We will refund the smallest available bag so if you are trialing a new food, please purchase the smallest bag first.
No toy is indestructible, although some come close, and you should always supervise your pet at play to ensure they are safe and are using the toy as intended. Please choose the right toy for your dog. If a dog is left to chew a toy, they will damage it, no matter how "tough" or "invincible" it claims to be.
Refunds and Afterpay or Zippay
If you choose to cancel an order made through Afterpay or Zippay prior to dispatch for any reason, the refund will be processed less the Afterpay and Zippay merchant fee of 10%.