Refund policy
We have a 30-day return policy, which means you have 30 days after placing your order online with us, date of invoiced item, to request a return.Β
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Youβll also need the receipt or proof of purchase.
To start a return, you can contact us at orders@eastcoastpetsupplies.com.au. Please note that returns once accepted via reply email will need to be sent to the following address: Unit 9, 17-19 University Drive Meadowbrook QLD 4131
If your return is accepted, weβll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without a response to your requesting a return will not be accepted with cost endured to be your expense.Β
You can always contact us for any return question at orders@eastcoastpetsupplies.com.au.
Β
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, contact us before returning 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 feed or edible items including toys and chewable items), custom products (such as special orders items on sale / discounted or heavy items over 5kg). Please get in touch if you have questions or concerns about your specific item.Β
Unfortunately, we cannot accept returns on sale / discounted items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to contact us, wait for our instructions to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Please note a $5 administration fee is payable for processing the refund which will be deducted from the amount refundable. We will notify you once weβve received and inspected your return, and let you know if the refund was approved or not. If approved, the items original price minus invoiced shipping charges and any payment processing fees from original purchase price will be 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.
If more than 15 business days have passed since weβve approved your return, please contact us at orders@eastcoastpetsupplies.com.au.