Returns & Policies

You may return most new, unopened items within 30 days of delivery for a full refund. Any change of mind or incorrect sizing returns must be in its original packaging with barcode & in saleable condition. Please keep your receipt for proof of purchase, if it has not been registered in your rewards account. Defective or faulty items can be returned without the original packaging. Returns due to a fault may need to be sent back to the distributor to repair, replace or refund. Each company will have their own policy around warranties.

Online Returns

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within a few days of us receiving this return. Please be aware that it can take your bank a few days to release the funds back into your account. We cannot process a refund until we have received the item back to us.

To return this item you just need to send the product in its original packaging to:

Pets of Sandgate

76 Loudon St

Sandgate, QLD, 4017


Once we have received your return, we will issue you with a refund. If you need more information on the return process, please contact us at [email protected] and we will give further instructions on how to proceed. We will notify you via e-mail of your refund once we've received and processed the returned item.

Returns must be in a new condition in its original packaging with all tags and labels attached. The barcode must be attached with the item for it to be resold.

Warranties and Guarantees


If you have a item that has malfunctioned or stopped working within the warranty period, you may be entitled to a replacement or to have the item fixed. As the conditions vary greatly for every item, please contact us.


Some items have a 100% guarantee for a certain period. You may be eligible for a refund or exchange if the item is not performing the way it is advertised per the guarantee. You are required to bring the item, packaging (if applicable) and proof of purchase in-store within the end of the guarantee period.

Palatability Claims

Most of our premium pet foods have a palatability guarantee. If your pet does not like the food, you may be eligible for a refund or exchange. Please bring the bag of pet food and your proof of purchase in-store. You must have 80% of the food remaining. You may be denied a refund or exchange if an excessive number of claims have been made already.

Brands that offer palatability: Hill's Science Diet, Royal Canin, Advance, Meals for Mutts (2.5kg bags only), Ivory Coat, Hypro Premium, Big Dog, Proudi. (Other food brands do not have a palatability guarantee).