Returns Policy

At Fleurieu Pet Pantry, we want you to shop with confidence. If something isn’t right with your order, we’re here to help.

Report an Issue Within 15 Days

Please inspect your order when it arrives and contact us within 15 days of receiving it if an item is damaged, faulty or incorrectly supplied.

This notification period helps us resolve issues promptly. It does not limit your rights under Australian Consumer Law, including where a fault becomes apparent after 15 days.

Email: orders@fleurieupetpantry.com.au

Please include:

• Your order number or proof of purchase.
• A description of the issue.
• Photos of the product and packaging, where applicable.

No Change-of-Mind Returns

We do not accept returns, refunds or exchanges for change of mind. This includes deciding you no longer want an item, finding it cheaper elsewhere or selecting the wrong size or product.

Please check product descriptions, sizes and suitability carefully before purchasing. If you need help choosing, contact us before placing your order.

This does not affect your rights if a product is faulty, damaged, incorrectly supplied or does not match its description.

Damaged, Faulty or Incorrect Items

If there is a problem with your item, we will assess the issue and arrange an appropriate repair, replacement or refund in accordance with Australian Consumer Law.

You do not need to keep the original packaging or leave a product unused to exercise your rights for a faulty product. Please retain the product and any available packaging while we assess your request.

Returning an Item

Please contact us before sending an item back so we can provide the correct return address and instructions.

Many of our products are shipped directly from Australian suppliers, so the return address may vary. Fleurieu Pet Pantry remains your point of contact for resolving the issue.

For products confirmed to be faulty or incorrectly supplied, we will arrange return shipping or reimburse reasonable return postage costs where required under Australian Consumer Law.

Fresh, Frozen and Opened Products

Our no-change-of-mind policy applies to all products, including fresh, frozen or raw pet food, opened food or treats, used products, special orders and clearance items.

If any of these products are faulty, damaged, incorrectly supplied or otherwise fail to meet a consumer guarantee, your Australian Consumer Law rights still apply.

For issues involving fresh or frozen products, please contact us promptly and follow the product’s storage instructions.

Refunds

Once your refund is approved, it will be issued to your original payment method.

Please allow up to 10 business days for processing. Your bank or payment provider may take additional time to make the funds available.

If you have not received your refund within 15 business days of approval, contact:

orders@fleurieupetpantry.com.au

Any refund of delivery charges will be handled in accordance with your rights under Australian Consumer Law.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.