Last Updated: 21/05/2026
At The Pet Tale, customer satisfaction is important to us. If you are not completely happy with your purchase, we aim to make the return and refund process as simple and straightforward as possible.
Order Cancellation Policy
Orders may be cancelled within 24 hours of purchase by contacting us at info@thepettale.com. Please ensure your order number is included in your request for faster assistance.
After the initial 24-hour period, cancellation requests cannot be guaranteed, as your order may already be in processing or prepared for shipment.
Once an order has been dispatched, it can no longer be cancelled. However, you may still request a return after delivery in line with the terms outlined in this policy.
30-Day Return Guarantee
We offer a 30-day return period, beginning on the day your order is marked as delivered.
To qualify for a return, the product must be:
- Unused and unworn
- In its original condition
- Returned with all original packaging, tags, manuals, and accessories included
Our customer support team is available to guide you through each step of the return process.
Restocking Fee: None — we do not charge any restocking fees.
Return Policy Summary
- Return Window: 30 days from delivery date
- Item Condition: Must be unused and in original condition
- Packaging Requirements: Original packaging, accessories, and tags must be included
- Support: Assistance provided by our customer service team
- Restocking Fee: $0
Return Shipping Costs
Incorrect, Damaged, or Faulty Items
We will cover return shipping costs if your order:
- Arrives damaged during transit
- Is incorrect or not what you ordered
- Has a manufacturing defect or fault
There is no additional cost to you in these situations.
Change of Mind Returns
Customers are responsible for return shipping costs if the return is due to:
- Ordering the wrong product
- Incorrect sizing or fit
- No longer wanting the item
Please note: original shipping charges are non-refundable.
How to Start a Return
Step 1: Contact Our Team
Email us at info@thepettale.com with your order number and the reason for your return request.
Step 2: Prepare Your Return
Carefully package the item in its original packaging and include all accessories, tags, and documentation.
Step 3: Ship Your Item
Follow the return instructions provided in your return approval email and send your package using the recommended shipping method.
Refund Process
Return Inspection
Once your returned item is received, our team will inspect it to confirm it meets our return eligibility requirements.
Refund Timing
Approved refunds will be issued back to your original payment method. Please allow up to 7 business days for processing, depending on your bank or payment provider.
Exchanges
We gladly accept exchanges for eligible items. If you would like to swap your order for a different size, colour, or alternative product, contact us at info@thepettale.com, and our team will help arrange the exchange promptly.
Orders Not Received
If your order has not arrived within the estimated delivery timeframe, please contact us at info@thepettale.com and provide your order number.
We will investigate the issue with the shipping carrier. If your parcel is confirmed lost, we will either:
- Issue a full refund, or
- Send a replacement order at no extra charge
Non-Returnable Products
Certain items may not be eligible for return due to hygiene, safety, or product-specific reasons. These items will be clearly identified as non-returnable on the product listing page.
Policy Updates
We may update this Return & Refund Policy from time to time to reflect operational or legal changes.
Any updates will be posted on this page, along with a revised “Last Updated” date. By continuing to use our website after any changes are published, you agree to the updated policy.
Need Help?
If you have any questions regarding returns, refunds, or exchanges, please visit our FAQ page or contact our support team at info@thepettale.com — we’re here to help.
Any updates will be posted on this page, along with a revised “Last Updated” date. By continuing to use our website after any changes are published, you agree to the updated policy.
Contact Information
Store Address: 106 The Ponds Boulevard, Sydney, NSW 2769, Australia
Store Email: info@thepettale.com
Store Phone: (NEED TO ADD)
Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (AEST)
We aim to respond to all email enquiries within 1–2 business days. We appreciate your patience and will do our best to assist you as promptly as possible.
