Hundreds in store
Baby bunnies
Reptile room
Aquatics soon
Axolotls soon
Dogs & cats too
Returns & refunds
We want you and your pets to be happy with everything you buy. If something isn’t right, we’ll help sort it out. Here’s how returns and refunds work — including how we look after the welfare of our animals.
Three quick things
The full detail is below — but here’s the short version.
Change of mind
Unopened supplies in original condition can be returned within 30 days with proof of purchase.
Faulty items
Anything faulty is covered — we’ll repair, replace or refund in line with your consumer rights.
Live animals
Live animals can’t be returned, but their welfare is guaranteed and we’re here to support you.
This is a starting-point policy for the demo. Please review it and have it checked so it reflects how you actually run returns, and your obligations under the Australian Consumer Law, before you go live.
Change of mind
If you change your mind about a supply or accessory, we’re happy to offer a refund or exchange within 30 days of purchase, provided the item is unused, in its original packaging and resaleable condition, and you have proof of purchase. Some items can’t be returned for change of mind for health and safety reasons — including opened food, opened bedding or litter, and similar consumable goods.
Faulty or not as described
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, not as described, or doesn’t do what it should, you’re entitled to a repair, replacement or refund. Bring the item back with proof of purchase and we’ll make it right. For major failures you can choose a refund or replacement; for minor ones we may repair the item first.
Live animals & welfare
For the welfare of our animals, live pets cannot be returned or exchanged once they’ve gone to their new home. We take a lot of care to make sure each animal is healthy and well-matched before it leaves us, and we’ll always give you honest advice on whether a pet is right for your situation.
If you have a concern about the health of an animal you’ve bought from us, please contact us as soon as possible — we offer a health guarantee and we’ll work with you to do the right thing. Ongoing care advice is always free; we’re here for the life of your pet, not just the day you take them home.
How to start a return
- Bring the item and your proof of purchase to either store, or get in touch first if you’re not sure.
- Tell us what the issue is — change of mind, fault, or a concern about an animal.
- We’ll sort out a refund, exchange, repair or replacement as appropriate.
Refund method
Refunds are generally made to your original payment method. Refunds to a card may take a few business days to appear, depending on your bank.
Here to help
Not sure where you stand? Just ask — we’d always rather sort it out than leave you stuck.