Refund policy

🛍️ Pookie Pets Refund & Return Policy

Effective Date: 26/01/2024
Business Name: Pookie Pets
Website: www.shoppookiepets.com.au
Email: info@shoppookiepets.com.au
Postal Address:
Pookie Pets
PO Box 334
Doonside NSW 2767
Australia

💬 Our Promise to You

At Pookie Pets, we want you and your furry friends to love every purchase!
This Refund Policy complies with Australian Consumer Law and outlines your rights as a customer and our responsibilities as a seller.

✅ Returns & Exchanges – 30 to 60 Days

You have 30 days after receiving your item to request a return. We also offer a generous 60-day window for certain situations where flexibility is needed.

To be eligible for a return:

  • Items must be unused, unworn, undamaged, and in original condition.

  • Items must have all original tags and packaging attached.

  • You must provide your receipt or proof of purchase.

To start a return:
Email us at info@shoppookiepets.com.au. Once your return is approved, you will receive instructions and a return shipping label (if applicable).
Items sent back without prior approval will not be accepted.

Please post returns to:
Pookie Pets
PO Box 334
Doonside NSW 2767
Australia

🚫 Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Perishable goods (e.g., food, freeze-dried treats)

  • Used or opened consumables (e.g., poop bags)

  • Personalized, custom, or made-to-order items

  • Clearance sale items

  • Gift cards or digital products

Please get in touch if you have any questions about a specific item before purchasing.

💸 Refunds & Restocking Fee

  • Approved returns will incur a 15% restocking fee (covering handling, inspection, and administration).

  • Example: For a $100 item, a $15 fee applies; you would be refunded $85.

  • Refunds are processed to your original payment method after inspection.

  • Refunds typically appear within 10 business days but may vary depending on your bank.

If more than 15 business days have passed since we approved your refund and you haven't received it, please contact us at info@shoppookiepets.com.au.

🚚 Return Shipping

  • Customers are responsible for all costs associated with returning an item, including original shipping fees.

  • We recommend using a tracked postal service.

  • Pookie Pets is not liable for lost return parcels or shipping delays.

📦 Faulty, Damaged, or Incorrect Items

Please inspect your order upon receipt.
If your item is faulty, damaged, or incorrect:

  • Contact us within 48 hours at info@shoppookiepets.com.au.

  • Include your order number, a description of the issue, and clear photos.

We will promptly arrange a replacement, store credit, or full refund, including any applicable return shipping.

🌍 European Union 14-Day Cooling-Off Period

If your order is being shipped to a country in the European Union, you have the legal right to cancel or return your order within 14 days of receipt — for any reason and without a justification.

To be eligible, your item must still meet the general return conditions:
Unused, unworn, with original packaging and proof of purchase.

⚖️ Legal Compliance

This policy operates under the Australian Consumer Law (ACL) and the Competition and Consumer Act 2010 (Cth).
You are entitled to a replacement, refund, or compensation for a major failure.

🛡️ Limitation of Liability

Pookie Pets is not responsible for:

  • Incorrect size selection by the customer (always use our sizing charts!)

  • Misuse or improper care of items

  • Delays by shipping carriers

  • Unclaimed parcels returned to sender

We strongly encourage you to review product descriptions, sizing charts, and care instructions carefully before purchasing.

📧 Still Have Questions?

We’re here to help!
📩 Email: info@shoppookiepets.com.au
📦 Postal Address:
Pookie Pets
PO Box 334
Doonside NSW 2767
Australia

🐾 Thank you for trusting Pookie Pets.

We are passionate about creating the best for your pets — and we are committed to making every shopping experience safe, easy, and worry-free.