Returns and Refunds

Exchanges and returns are available at our discretion. Exchanges and returns apply to full-priced items only, sale items excluded. We do not offer refunds if you have changed your mind. Refund / replacement may be eligible if the items originally purchased are not in using or working order and are returned within the required time period. Your case will be looked in to accordingly and a final decision will then be made. Please email us sales@urbanpetcare.com.au with any queries.

Should you wish to return your order, please notify us within 14 days of purchase with a valid reason for return. If we are unable to resolve your complaint or finalise the matter accordingly, we will process a refund upon timely receipt of the goods purchased. Any items that are returned or unopened goods will be refunded in full, excluding shipping. Refunds will be processed as soon as possible and payment will returned by the same method that you made payment. All refunds are made at the discretion of Urban Pet Care.

Shipping costs for the return and re-send of goods are at the consumers expense.

For all exchange and returns requests, contact sales@urbanpetcare.com.au.

Returns can be sent to Urban Pet Care, PO Box 2096, Taylors Lakes VIC 3038.

What happens if I cancel my order?

Urban Pet Care may cancel your order if for any reason we are unable to fulfil your order, eg: out of stock. We will contact you should we not be able to provide you with an item.

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.

Once your order has been placed, unfortunately we will not change or refund your order. If you need to make changes to an order, contact us as soon as you can and we will do our best to adhere to changes prior to dispatch.