Returns Policy & 60-Day Guarantee
OUR RETURNS & EXCHANGES 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.
We don't place many restrictions on returns however if you decide you wish to cancel or return an order the return shipping costs must be paid by you. We do accept change of mind returns however there may be a restocking fee and you will be required to cover the cost of return postage.
Cancellations of "pay over time" orders (Zip/Afterpay) will incur a cancellation fee as some providers do not refund merchant fees. We only charge the amount we are charged.
60-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 60 business days from the date of purchase 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.
- If a return is unable to be accepted due to its condition (soiled, pet hair etc), and the customer does not want it returned, a 50% fee will be deducted from the refund.
- 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.
- Patiolink & Litter Robot products are not covered by our 60-Day returns policy (please see below for details).
- Change of mind returns may incur a restocking fee on refunds.
As per consumer law we may sometimes be unable to accept returns on items such as toys and other items where health and safety regulations prevent us from being able to re-sell items. (Excluding warranty items or any cases we make an error).
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.We thank you as by co-operating with our procedure we can ensure an easy return or warranty claim process.
Please notify Lucky Pet within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, we ask you to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty or return process.
Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return an item without our approval. We will issue you with confirmation that will include an address for shipping. We ship from multiple warehouses so please do not return an item to the address on the parcel.
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. Any items returned to sender for any reason (including refusal, wrong address and unclaimed) will be refunded minus the Auspost return to sender fee of $15 plus any merchant fees (such as 15% Afterpay and Zip).
Please note: From time to time, product packaging or minor details may be updated without notice. Rest assured that the product you have purchased is exactly as described, even if the packaging is not what you see in the images provided.
To check if you qualify for a return, please check THIS DOCUMENT first.
Patiolink door returns are covered by the manufacturer, not by Lucky Pet's 60-Day Returns Policy.
Standard height pet door inserts. Please contact us within 7 days or receiving the door to arrange a return. The product must be in brand new condition, no installation attempted or drilling.
Custom Pet doors: We do not offer return or refunds on custom pet doors. "Custom" refers to any option that is customised including extensions, colours etc.
Any Patiolink products that are returned to sender for any reason (including refusal and unclaimed) will be refunded minus a $30 return to sender fee and any merchant charges (15% for Afterpay and Zip).
Litter Robot Warranty and Returns
Full details HERE
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 60 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.
West Paw Zogoflex Toys feature a one time guarantee. If your dog damages their West Paw Zogoflex toy in any way, please send a photo and we will credit your account so you can purchase an alternative.
We are proud to offer a guarantee on all Zogoflex toys.
How does the Guarantee work? Lucky Pet reserves the right to issue a refund or store credit based on each individual situation.
- One-time refund or credit per Zogoflex shape only.
- Valid receipt required for refunds.
- Return shipping is the responsibility of the customer.
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.
Please note: From time to time, product packaging may be updated by brands without notice. Rest assured that the product you have purchased is exactly as described, even if the packaging is not what you see in the images provided.
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.
If a product has been damaged after use, please get in touch. We do not provide refunds in such cases.
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 15%.
Making changes and cancelling an order
Please take care when placing orders.
Customer service is our highest priority for the large number of orders we process every day. Unfortunately, due to the nature of our automation, we are unable to make changes or cancel orders once they are placed. Orders are processed in real time by a 3rd party so that we can get them to you accurately and quickly.
If you need to change your order, please let our team know and we will let you know our returns process. It is important that you do not return your order via “Return to Sender” as this will incur Auspost fees that are non-refundable.
Thanks for understanding.