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Refund Policy

At Lost Pets, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read our Refund Policy below to understand the process for returns, exchanges, and refunds.

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1. Returns

  • Eligibility for Returns: We accept returns on most items within 7 days of the delivery date, provided the product is unused, in its original packaging, and in resalable condition. Some products, such as perishable items or custom-made products, are not eligible for return.

  • Non-returnable Items: The following items are not eligible for return:

    • Gift cards

    • Used or opened pet products (such as food or grooming items)

    • Custom or personalized products

    • Clearance or final sale items

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2. Refund Process

  • How to Request a Refund: If you would like to return an item, please contact us at shoplostpets@gmail.com within 7 days of receiving your order. Include your order number, the item you wish to return, and the reason for the return.

  • Return Shipping: Unless the item is defective or we made an error with your order, you will be responsible for the cost of return shipping. We recommend using a trackable shipping service or purchasing shipping insurance for items over $50 AUD in value, as we cannot guarantee that we will receive your returned item.​

  • Processing Time: Once we receive your returned item, we will inspect it to ensure it meets the return criteria. If the return is approved, we will process your refund within 7 business days. You will be notified via email once the refund has been issued.​

  • Refund Method: Refunds will be credited back to the original payment method used for the purchase. Please note that it may take several days for the refund to appear in your account, depending on your payment provider.

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3. Exchanges

  • If you would like to exchange an item for another size or color, please contact us at shoplostpets@gmail.com within 7 days of receiving your order. We will guide you through the process to exchange the item, including how to return the original item and receive the new one. The customer is responsible for return shipping costs unless the item is defective.

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4. Damaged or Defective Items

  • If you receive a damaged or defective product, please contact us within 7 days of receiving your order. We will arrange for a replacement or refund at no additional cost to you. You may be asked to provide photos of the damaged or defective item.

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5. Late or Missing Refunds

  • If you haven’t received your refund within the expected time, please first check your bank or payment provider account, as it may take additional time for the refund to process. If you still haven’t received your refund, please contact us at shoplostpets@gmail.com.

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6. Canceling Orders

  • You may request to cancel your order before it has been processed or shipped. Once an order has been shipped, it cannot be canceled, but you can return the item for a refund according to our return policy.

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7. Contact Us

If you have any questions or concerns regarding our Refund Policy or need assistance with your return, please contact us:

Lost Pets

shoplostpets@gmail.com

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