Natural Pet Group provides quality pet care equipment that is built to last. We believe you will be fully satisfied with your Natural Pet Group’s product range. However, if you have any concerns, please contact us.

We are committed to complying with all obligations under consumer law. If you change your mind about your purchase, please read our Change of Mind Returns and Exchanges Policy below.

Damaged or faulty items

If you have received a damaged or faulty item, please contact us to discuss your available options.

Change of mind

If you change your mind about a purchase, you can return the item. This applies to sale, clearance and full-priced items. You cannot exchange or return selected base-layer items such as dog foods, for hygiene reasons, or goods sold as ‘seconds’.

Change of mind for online purchases

If you change your mind on an item purchased online, you can receive a full refund. Goods must be returned in original condition, with proof of purchase, within 28 days of the purchase date.

You can either return the item by post. We do not cover the cost of delivery for change-of-mind returns. Return postage must be paid for by the returnee.

We will provide a refund on online orders in the same form as your original payment. We will notify you by email once we have processed your refund. For more information, see Returns within Australia.

Returns within Australia

You can return items purchased online within Australia if they arrive damaged, incorrect (not as described) or you have changed your mind. Online purchases must be returned within 28 days of the original purchase date.

If you bought online, we will issue a refund once we have received the items in our warehouse and have processed your request. Refunds will be issued in the same tender as your original payment and include the cost of delivery for damaged or incorrect items. We do not cover the cost of delivery for change-of-mind returns.

You can return an online purchase by post. Please remember to ask for a receipt as proof of return and to track your delivery. We take no responsibility for returns lost in the delivery process. You will need to contact your delivery provider to locate your parcel.

We will notify you by email once we have processed your refund. It will then take an additional 4–5 business days for the refund to show in your account. Refunds may take longer to process during sales periods.

For enquiries about returns, contact us.

Returning an item by post

To return an item by post, follow the returns procedure on your packing slip or download the Product Returns Form and fill it in. Make sure you include the reason for requesting a refund or exchange. For exchanges, please also specify the size and colour of the replacement item/s. Do not include your credit card details on this form or in any correspondence.

To protect your return from damage during delivery, please use strong external packaging. Send your completed slip or form and item to:

Att: Online Returns
Natural Pet Group
PO Box 6014
Manly, Queensland 4179
Australia

For all returns that relate to a change of mind, postage must be paid for by the returnee and will not be refunded. We also recommend you obtain proof of postage to track your return. We will notify you by email when we have exchanged your returned items or processed your refund.

Please note: If you have created an online account, your order details can be found in the ‘My Orders’ section of My Account.

Returns and Exchanges Policy

Any rights you have under this policy in relation to your Natural Pet Group product are additional to any rights you may have under consumer laws.

All change-of-mind refunds are issued at the discretion of Natural Pet Group. We reserve the right to refuse a refund or exchange for a Change of Mind request if it does not comply with these conditions.

Our change-of-mind policy does not apply to selected ‘base layer’ products for hygiene reasons. Base layer products include any item of food or medication treatments designed to be digested.

For online purchases made as a ‘Guest’ customer, we are only able to arrange an exchange by creating an ‘Online Account’. Unless we are instructed otherwise, we will create an ‘Online Account’ for all ‘Guest’ customer exchanges. Alternatively, we can arrange a refund via the original payment method, so that another ‘Guest’ purchase can be placed independently.

If you have any queries or require any assistance concerning this policy, please contact us.

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