Returns & Refunds
Returns & Refunds
Return Eligibility
You may request a return within 30 days of receiving your order. This is a voluntary commercial policy that operates in addition to your statutory consumer rights.
Eligible for return
- Requested within 30 days of delivery
- Unused and in original condition
- Returned in original packaging
- Approved by us before being sent back
Not eligible
- Requested outside the 30-day window
- Item has been used or shows wear
- Opened hygiene or personal care items
- Customised or personalised items
Not sure if your item qualifies? Contact us at support@beyond-pets.com before sending anything back — we'd rather advise you first than have you bear unnecessary return shipping.
How to Return
Please contact us before sending anything back — returns sent without prior approval may not be accepted.
Email support@beyond-pets.com within 30 days of delivery with your order number and reason for return.
We'll confirm your return is approved and provide instructions for sending it back.
In its original packaging, unused and with any tags or seals intact. We recommend using a trackable shipping method.
Once we've received and inspected the item — see Section 03 for timelines.
Refund Processing
Once your approved return is received and inspected, refunds are issued to your original payment method within 7 business days. We do not charge restocking fees.
We email you to confirm your returned item has arrived.
We check the returned item meets the eligibility conditions in Section 01.
If approved, we process your refund to your original payment method.
Your bank or payment provider may require a little additional time to display the credit.
Exchanges
We do offer exchanges. Contact us at support@beyond-pets.com within 30 days of delivery with your order number and details of the item you'd like instead. Once approved, we'll provide further instructions. Exchange shipping costs are the customer's responsibility unless the item is faulty, damaged, or incorrect.
Non-Returnable Items
Cannot be returned
- Opened hygiene or personal care products
- Used items showing signs of wear
- Items returned outside the 30-day window
- Customised or personalised items
If any of the above items are faulty or not as described, your rights under the Australian Consumer Law still apply regardless of this list.
Damaged, Defective, or Incorrect Items
Email support@beyond-pets.com with your order number and clear photos. Return shipping costs are not your responsibility in these cases — we'll arrange a repair, replacement, or refund.
Your Statutory Rights
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 compensation for any other reasonably foreseeable loss or damage. Where your statutory rights are more favourable than this commercial policy, your statutory rights take precedence. See our Australian Consumer Law page for full detail.
Cancellations
Orders may be cancelled within 24 hours of being placed, provided the order has not yet entered processing or been shipped. Contact us at support@beyond-pets.com as soon as possible.
Contact Us
Our support team is available Monday to Friday, 9:00 am – 5:00 pm (AEST), and aims to respond to all emails within 24 business hours.
Business Information
Email: support@beyond-pets.com
Phone: +61 480 009 478
Customer Service Hours (AEST): Mon–Fri 9:00 a.m.–5:00 p.m. · Sat–Sun Closed
Shop Name: Beyond Pets · Company: Robers E-Com · KvK: 84651040 · VAT: NL003994766B35
Address: De Voskamp 5, 7552 GD Hengelo, Netherlands