Refund policy
Returns & Refund Policy
At TMT Pets, we want you and your pets to be happy with your purchase.
We offer eligible customers a 30-day change-of-mind return policy, in addition to the rights and guarantees provided under Australian Consumer Law.
30-Day Change-of-Mind Returns
You have 30 days after receiving your order to request a return for a change of mind.
To be eligible, the product must be:
-
Unused and in its original condition.
-
In its original packaging, with any applicable tags and accessories.
-
Accompanied by proof of purchase.
To request a return, please email tatiana.teixeiradmc@gmail.com with your order number.
If your request is accepted, we will provide the appropriate return address and instructions.
Please contact us before returning any products. Unauthorised returns may be difficult to identify or process.
For voluntary change-of-mind returns, customers are responsible for return shipping costs. Original shipping charges, where applicable, are generally non-refundable.
These conditions do not limit your statutory consumer rights.
Damaged, Defective or Incorrect Products
Please inspect your order when it arrives.
If you receive a damaged, defective or incorrect product, contact us as soon as possible at tatiana.teixeiradmc@gmail.com.
Please include your order number, a description of the issue and photographs where available.
We will assess the issue and provide an appropriate remedy under Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement or refund.
If the product has a major problem, you may be entitled to choose between a refund and a replacement. For minor problems, we may first offer a repair or another remedy as permitted by law.
Products returned under Australian Consumer Law do not need to be unused or in their original packaging.
Where a product is confirmed to have a problem covered by Australian Consumer Law, we will reimburse reasonable return shipping costs in accordance with the law.
Exceptions to Change-of-Mind Returns
Our voluntary change-of-mind policy does not generally apply to:
-
Products that have been used or damaged after delivery.
-
Custom-made or personalised products.
-
Perishable products.
-
Certain personal care products.
-
Hazardous materials or products that cannot safely be returned.
-
Gift cards.
-
Sale or clearance products, unless otherwise stated.
These exclusions apply only to voluntary change-of-mind returns. They do not affect rights or remedies available under Australian Consumer Law.
Exchanges
We do not generally offer direct exchanges for change-of-mind purchases.
If you would like a different product or variation, please contact us about an eligible return and place a new order separately.
This does not affect your right to a replacement or another remedy for faulty, damaged or incorrectly supplied products under Australian Consumer Law.
Refunds
Once an eligible return has been received and assessed, we will notify you whether your refund has been approved.
We aim to process approved refunds to the original payment method within 10 business days.
Please note that banks and payment providers may require additional time to make funds available.
Where a refund is required under Australian Consumer Law, it will be provided within the timeframe required by law and without unreasonable delay.
If more than 15 business days have passed since your refund was approved, please contact us.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy, depending on the circumstances.
These rights apply independently of our voluntary 30-day change-of-mind return policy.
Nothing in this policy excludes, restricts or modifies any consumer rights that cannot lawfully be excluded.
Contact Us
For questions about returns, exchanges, refunds or product issues, please contact:
TMT Pets