Not sure if you can return your

Petbarn

purchase?

Petbarn makes returns easy and customer-friendly.

• ✅ 30-Day Change of Mind Returns: You can return most items within 30 days of purchase (in-store or online) for a full refund. The product must be in original condition, unused, and in its original packaging.
  
  
• ✅ Taste Guarantee – 45 Days for Pet Food: If your dog or cat won’t eat a food you purchased, Petbarn offers a 45-day return window. Just return the remaining food (ideally at least half left) with proof of purchase.
  
  
• ✅ Faulty or Not Fit for Purpose: If a product is defective, broken, or not as expected, Petbarn will offer a repair, replacement or refund, even after 30 days in many cases.
  
  
• ❌ Non-returnable items include:
  
  
  • Personalised items (like engraved pet tags)
    
    
  • Perishable or live products (e.g., live crickets, fish)
    
    
  • Items damaged through abnormal use or misuse
    
    
  • Purchases without a valid proof of purchase
    

Petbarn offers two easy return options:

🏪 Return In-Store (Fastest):

• Bring your item and proof of purchase to any Petbarn store.
  
  
• The team will inspect the product and process a refund or exchange on the spot.
  
  
• Online purchases can also be returned in-store – just bring your invoice.
  
  

💻 Return Online (Email or Live Chat):

• Email onlinereturns@petbarn.com.au with your order number, reason, and any photos.
  
  
• Or use the Live Chat on Petbarn’s website (8am–9pm AEST).
  
  
• Petbarn will guide you through the return process and may request you to mail the item to their warehouse.
  
  

📦 Mailing it back?

• Package the item securely.
  
  
• Include your invoice and any return authorisation if provided.
  
  
• You’ll generally cover return postage unless the product is faulty or incorrect.
  
  

🔍 Important: Always retain your tracking number.

🗓 Standard Returns:

• 30-day return period from purchase (or delivery for online orders).
  
  
• Product must be in original condition – unopened, clean, with all parts included.
  
  

🐾 Taste Guarantee (Pet Food):

• Return food your pet won’t eat within 45 days.
  
  
• Must be a Friends For Life member or show proof of purchase.
  
  
• Ideally, at least half the product should remain.
  
  

🛠 Faulty Items:

• You’re covered even after 30 days under Petbarn’s Repair, Replacement & Refund policy.
  
  
• Items may be inspected, and refunds processed accordingly.
  
  

🧾 Proof of Purchase Required:

• Tax invoice, online order confirmation, or loyalty account history.
  
  
• No refund without it – bank statements alone don’t count.
  

🚚 In-Store Returns = Free:

• No restocking fees.
  
  
• No return postage.
  
  
• Even online orders can be returned in-store.
  
  

📬 Mail Returns = You Pay (Usually):

• For change-of-mind, you’ll generally cover return postage.
  
  
• You can reuse Petbarn’s original packaging or any suitable parcel.
  
  

🚚 Petbarn Covers Costs If:

• The product was faulty, damaged, or you received the wrong item.
  
  
• They may issue a prepaid return label or offer store credit as a goodwill gesture.
  
  

📦 Return Packaging Tips:

• Use tracking when posting items.
  
  
• Include all product parts, packaging, and your proof of purchase.
  

💰 Refund Method:

• Processed back to your original payment method (card, PayPal, Afterpay, Zip, gift card, etc.).
  
  
• For in-store refunds, card may need to be present.
  
  

⏱ Refund Timeline:

• Allow 5–7 business days after Petbarn receives your returned product.
  
  
• In-store refunds for in-store purchases are often processed immediately.
  
  

🧾 Partial Refunds:

• Only returned items are refunded.
  
  
• Loyalty points and gift cards used are typically restored to your account.
  
  

🎁 No Restocking Fees.

• Petbarn does not deduct fees from refunds.
  
  
• If the product is faulty, they may also refund your original shipping cost.
  
  

📩 Confirmation:

• You’ll receive an email once your refund is processed.
  
  
• Keep all communication and receipts until funds appear in your account.