Returns Policy

Returns Policy main image Returns Policy image



Your rights under the Australian Consumer Law:

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

What is our returns policy?

At Pet Megastore, we want you to be completely satisfied with your order. Should you change your mind and wish to return anything you’ve bought, we will be happy to provide you with a refund or exchange (exchange to be of equal or lesser value, provided the product and packaging is in its original condition and resalable. Returns should be made within 30 days of purchase.

My product arrived faulty, what do I do?

If you received a faulty or damaged product from us, we will require evidence in the form of photos which can be submitted to us via Zimble. From there we will assess the damage and if we agree that the products fault was not caused by abnormal or incorrect use, we will replace your product with an identical product.

How do I return a product?

We use Zimble to manage all of our returns. You can submit a claim to us via the Zimble Mobile App (Android & iOS devices), or via the Zimble website using our Zimble ID WMMBV. If you have never used Zimble before please visit to create a free account. If you require any further assistance please contact us on where we can assist you with creating your account. 
We reserve the right to charge a minimum 20% restocking fee on products returned in a damaged state due to inadequate packaging (this includes further damage to faulty product returns) during postage.

Who pays for the return shipping?

Pet Megastore will cover return postage fees on any products that are considered a major fault. We require proof of payment and suggest choosing a delivery method including tracking as we will not be able to refund or reimburse you for products that do not make it back to us. We are not liable for any postage costs on ‘change of mind’ returns.

What is considered a major fault?

A major fault, as per the Australian Consumer Law, is a fault when the item: 
• Has a problem that would have stopped you buying it if you knew about it, 
• Is unsafe, 
• Is significantly different from the description, 
• Does not do what was stated it would, or what you asked for and cannot be easily fixed.

What if my pet doesn’t like the food I’ve bought?

Assuming the product is returned in it’s original and resalable condition, as outlined above, we will happily refund you the original price of the product. We are unable to accept any opened pet food, with the exception of a range of Super Premium pet food brands. If you have followed the guidelines of introducing your pet gradually to a Super Premium pet food and find that they will still not take to it, return it to us within 30 days and we will refund your purchase. In these instances we are unable to cover shipping costs.