Refund policy
Return Policy
At Earth Pet, we take great pride in offering premium pet accessories that are as beautiful as they are functional. Every item in our collection is crafted with care and attention to detail—because your pet deserves nothing less than the finest. If, however, something isn’t quite right, we’re here to help.
Our Promise to You
We want you to feel delighted with every purchase from Earth Pet. If a product arrives with a fault or doesn’t meet our standards, we’ll make it right—gracefully and efficiently.
Return Window & Eligibility
You may return eligible items within 60 days of receiving your order if there is a fault or defect in the product.
For change-of-mind returns, we accept items within the same 60-day period; however, the customer is responsible for the return shipping cost.
To be eligible for return, items must be:
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In original condition: unused, unwashed, and undamaged
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In original packaging, with all tags attached
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Accompanied by proof of purchase
Please note: We do not accept returns for items showing signs of chewing, biting, or other pet damage. As a brand specializing in luxury, we maintain a strict no-chew return policy.
How to Initiate a Return
Please email info@earthpet.com.au with:
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Your order number
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A description of the issue (if faulty)
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A clear photo of the item (if applicable)
We’ll guide you through the return process and, if approved, provide further instructions including the return address. Items returned without prior approval will not be accepted.
Refund Options
Once your return is received and inspected, you’ll receive:
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A full refund to your original payment method (for faulty or damaged goods), or
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A refund minus return shipping costs (for change-of-mind returns)
Please allow 5–10 business days for the refund to be processed by your financial institution.
Exchanges
We do not offer direct exchanges. If you wish to replace an item, we recommend returning the original and placing a new order to ensure availability of your desired product.
Items Not Eligible for Return
We are unable to accept returns on:
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Items damaged due to pet use (e.g., chewing, scratching, soiling)
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Gift cards
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Final sale or clearance items
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Customized or monogrammed products
Damaged or Faulty Products
If your order arrives damaged or faulty, please contact us within 7 days of receiving your parcel. Include your order number and supporting photos. We will assess the issue and, where appropriate, offer a replacement, refund, or store credit.
International Customers & EU Cooling-Off Period
If your order is shipped into the European Union, you are entitled to cancel or return your purchase within 14 days for any reason, under the EU consumer protection law. Items must meet our standard return criteria: unused, unaltered, and in original packaging.
Our Commitment
At Earth Pet, our values are grounded in quality, care, and timeless design. We want every experience with us to reflect those principles—even when things don’t go as expected. Should you need assistance, our dedicated customer care team is ready to help.