Date Posted:1 September 2016
30-DAY 100% MONEY BACK GUARANTEE...
We guarantee that the product you receive is without faults and can be used for the intended purpose.
In cases of "change of mind" or wrong item or size has been selected, we will accept returns as long as the item purchased is in its original packaging and condition. Change of mind returns cannot be accepted if the product has been used. The product will need to be return in its original condition with all packaging and user manuals so it can be sold as new.
If you're not 100% satisfied within 30 days, drop us a line and return the item in its original condition and packaging. We will send you a refund (excluding original and return postage). If the product has been used, we're unable to accept the return and would suggest that it be resold as a used product via available online sources.
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 if it is found to be either damaged or not working correctly when it is received. Refunds are not provided for damaged products.
We request that you retain the packaging your items comes in for the duration of the warranty period so that, in the unlikely event that you will need to return an item for repair or replacement, you will have adequate packaging available to do so.
Whilst every effort is made to make descriptions as accurate as possible, errors may occur unintentionally. In the case of an error made by Lucky Pet, we will attempt to rectify this at no extra cost to you.
Your complete satisfaction is our top priority! We accept returns of packages within 30 days of the sale date. If your product is damaged or not as described on our website, we will gladly exchange it. All we ask is that the product is not used or expired, is in the same condition you received it and is in the original box and/or packaging.
For all returns inquiries, send an email to firstname.lastname@example.org. Once your return is received, you will receive a refund (excluding the original and return postage), along with an email confirmation, or an exchange, as per your request.
Please allow up to 14 days from receipt of returned products for refunds to be made.
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.
Return to Sender
If orders are returned to us as undeliverable for any reason or are marked Return to Sender (RTS), a $10 RTS fee is charged by Australia Post. Please note that some larger, heavy items such as cat scratch poles and centres, and Patiolink Doors may be chared a $30 RTS fee. If the RTS item is to be reposted or refunded, the Return to Sender fee is charged to the buyer on top of the original postage cost and repostage fee. All RTS order will incur a 10% restocking fee.
Please do not return items by COD or Return to Sender - contact us before you return anything.
We sell only super premium food that is rich in protein. Make sure you change over gradually from standard food. Please see the manufacturer’s directions for guidance. All of our food has a palatbility guarantee. If after 7 days your pet refuses the food, please return it to us for a refund. Please ensure that the bag is almost full upon return.
No toy is indestructible, although some come close, and you should always supervise your pet at play to ensure he is safe and is using the toy as intended. Pets will be pets though! If you are unsure, contact us.
Change of Mind returns
We understand, it happens to all of us from time to time. We will provide refunds for your return as long as it is in "as-new" condition, including its original internal and external packaging and user manuals. Returns will be refunded, minus the original and repostage shipping fees and may incur a 10% restocking fee.
All Snooza change of mind returns will also incur a 30% restocking fee on top of other fees.