Still waiting on a

Petbarn

refund?

Petbarn has a customer-friendly refund policy:

• 30-Day Change-of-Mind Returns: You can return items within 30 days for a full refund or exchange, provided they’re unopened, unused, and in original packaging. Exceptions include personalised products (like engraved tags) and perishable items or live products.
  
  
• Faulty or Unsuitable Items: Petbarn gladly refunds or replaces faulty or defective products, even beyond 30 days. They inspect items for faults not caused by misuse.
  
  
• Taste Guarantee (Pet Food): Petbarn’s unique "Taste Guarantee" lets you return pet food within 45 days if your pet refuses to eat it. You must be a Friends For Life member or have proof of purchase, and ideally, more than half the food should remain.
  
  

Exclusions:

• Personalised or engraved items (unless faulty)
  
  
• Perishable/live products (unless defective upon delivery)
  
  
• Damage due to abnormal use
  
  
• Missing proof of purchase
  

Follow these easy steps to initiate your refund:

Step 1 – Gather Proof of Purchase:
Have your original receipt, online invoice, or Friends For Life account details handy.

Step 2 – Choose Your Return Method:

• In-store (fastest): Take the product and proof of purchase to any Petbarn store. They’ll process your refund or exchange immediately.
  
  
• Online Returns: Email Petbarn at onlinereturns@petbarn.com.au with your order details, reason for return, and ideally a photo. You can also use Petbarn’s Live Chat (8am-9pm AEST).
  
  

Step 3 – Returning by Courier/Post:
If returning by mail, package the item securely (include your invoice), send it to the address Petbarn provides, and retain tracking information. Unless the item is faulty, you'll typically cover return shipping costs.

Special Note:
If exchanging an item, it’s fastest to do it in-store. Online exchanges might involve a separate refund and new purchase.

Refund processing timelines vary slightly by method:

• In-store Returns: Immediate refund initiation (usually appears in your account within 24–48 hours).
  
  
• Online Returns (via mail): Refunds processed within 5–7 business days after Petbarn receives and inspects your return.
  
  

Most customers report receiving refunds quickly, typically within one week.

Petbarn refunds you via your original payment method:

• Credit/Debit Cards: Refund to the same card used for purchase.
  
  
• PayPal: Refund directly to your PayPal account.
  
  
• Afterpay/Zip: Adjustments made directly to your instalment plan.
  
  
• Cash Purchases: Refunded as cash in-store.
  
  

For online orders returned in-store, refunds are processed centrally and typically appear in your account within a few days.

Customers commonly face these challenges:

• Proof of Purchase Problems: Petbarn strictly requires receipts or loyalty account proof for refunds. Without this, returns may be denied.
  
  
• Return Shipping Costs: Customers generally pay return postage for change-of-mind returns unless items are faulty.
  
  
• Refund Delays: Occasionally, customers report slow refunds, particularly for online stock-outs or mailed returns.
  
  
• Personalised Product Returns: Personalised or engraved items can't be returned unless defective.
  

To avoid these issues, always save your receipt or use your Friends For Life membership for easy returns.