Returns & Refunds
Last updated: 2 June 2026
This Return, Refund & Exchange Policy explains the conditions under which returns, refunds, and exchanges are handled for purchases made through Beyond Pets, operated by Beyond Pets Operated by Robers E-Com.
Nothing in this policy excludes rights that may apply under Australian Consumer Law (ACL).
1. Returns Summary
| Topic | Details |
|---|---|
| Return Window | 30 days from date of delivery |
| Item Condition | Unused, original condition, original packaging |
| Return Method | By mail |
| Return Shipping | Customer responsibility |
| Restocking Fee | None |
| Refund Timeline | Within 7 business days of receiving return |
2. Return Eligibility
You may request a return within 30 days of receiving your order, provided that:
- The item is unused and in original condition
- The item is returned in its original packaging
- The return request is submitted within the 30-day window
- The return has been approved before being sent back
3. How to Request a Return
To initiate a return, please contact us first at support@beyond-pets.com. Returns sent without prior approval may not be accepted. Please include your order number and reason for return.
4. Exchanges
We do offer exchanges. If you would like to exchange an item, please contact us at support@beyond-pets.com within 30 days of delivery. Please include your order number and details of the item you would like in exchange. Once your exchange request is approved, we will provide further instructions. Exchange shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
5. Return Shipping Costs
Customers are responsible for return shipping costs for standard change of mind returns. We strongly recommend using a tracked shipping method.
6. Non-Returnable Items
- Opened hygiene or personal care products
- Used items showing signs of wear after delivery
- Items returned outside the stated return window
- Customised or personalised items
7. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at support@beyond-pets.com within 30 days of delivery with your order number and clear photos.
8. Australian Consumer Law (ACL)
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.
9. Refunds
Once an approved refund is confirmed, refunds are issued to the original payment method. Please allow up to 7 business days for processing.
10. Cancellations
Orders may be cancelled within 24 hours after being placed, provided the order has not yet entered processing or been shipped. Contact us at support@beyond-pets.com as soon as possible.
Business Information
We're passionate about pets and committed to your happiness. Got a question about your order or one of our products? We're here to help.
Customer Service Hours (AEST – Australian Eastern Standard Time):
Mon – Fri: 9:00 a.m. – 5:00 p.m.
Sat – Sun: Closed
Email: support@beyond-pets.com
Phone: +61 480 009 478
Shop Name: Beyond Pets
Company Name: Beyond Pets Operated by Robers E-Com
Company Registration Number: 84651040
Address: Lintelerweg 60, 7556 PD, Hengelo OV, The Netherlands
We aim to answer phone calls during business hours and respond to emails within 24 business hours.