Refund policy

Whilst every effort is made to make descriptions as accurate as possible, errors may unintentionally occur. In the case of an error made by Easy Pets we will attempt to rectify this at no extra cost to you.

We do not normally accept returns but on the odd occasion that a return is required, there is a 20% restocking fee. If you decide you wish to cancel or return an order, you will need to arrange the return with tracking and insurance.

If you would like to make a return, please get in touch with us first. Send an email describing the problem to: easypets175@gmail.com Include your order number and the item/s to be returned - we'll assess, and will advise next steps.

The following relates to all orders.

Goods returned 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.
  • Customers are responsible for postage costs associated with returning goods.
  • Easy Pets accepts no responsibility for loss or damage caused during return transit.
  • All returns will be processed minus a restocking fee of 20%.
  • For all orders, if a customer wishes to return their order, there is a restocking fee of 20% if you choose to send it back to the supplier.
  • If an order is returned to sender for any reason (such as non-collection, wrong address or refusal, there is a $10 Auspost Return to Sender fee plus 20% restocking fee that is non refundable. We will credit your account minus these fees.

A credit 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.

Please notify Easy Pets within 5 business 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 return process.

Once assessed and approved by our customer service team, you will be contacted to proceed with the return. 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.

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 $10 plus a restocking fee of 20%.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at easypets175@gmail.com.