Bought something from Petbarn that broke too soon?
What does Petbarn's warranty cover?
Petbarn backs the products it sells with a Repair, Replacement & Refund Policy in line with Australian Consumer Law.
- Covers manufacturing defects and failures under normal use.
- Applies to all product categories – from food and toys to aquariums, electronics, and pet tech.
- Special guarantees:
- 30-Day Fish Guarantee – replacement if your fish passes away within 30 days despite proper care.
- 30-Day Fish Guarantee – replacement if your fish passes away within 30 days despite proper care.
- Remedies include repair, replacement, or refund.
- Issues should be reported promptly (ideally within 30 days for easiest resolution).
- Faults caused by abnormal use or misuse are not covered (see exclusions).
How to claim a warranty with Petbarn
1. Act quickly: Contact Petbarn as soon as you find a fault. Within 30 days = fastest path to a swap or refund.
2. In-Store (fastest):
- Take the product to your nearest Petbarn store.
- Explain the issue and present proof of purchase.
- Most faulty items are replaced or refunded on the spot.
3. Online/Email (convenient):
- Email online@petbarn.com.au with: order number, description of fault, and a photo of the issue.
- Petbarn may send a return label, ask you to visit a store, or arrange a courier pickup.
4. Proof of Purchase:
- Receipt, tax invoice, or loyalty membership lookup.
5. Assessment & Resolution:
- Obvious faults in the first 30 days = instant exchange/refund.
- Later or complex claims may involve sending to the manufacturer (can take up to six weeks).
- Refunds to card/PayPal generally processed within 3–7 business days after approval.
Support hours: Mon–Fri 8 am–7 pm, Sat–Sun 9 am–5 pm AEST. Phone: 1300 655 896.
Exclusions & limitations - when Petbarn's warranty doesn't apply
- Change of mind: Accepted only on unopened products within 30 days (plus special Taste/Litter Guarantees).
- Abnormal use/misuse: Damage from pets, drops, incorrect care, or non-intended use.
- Timeframe: After 30 days, claim may go via manufacturer warranty with possible repair wait times.
- No proof of purchase: Hard to process without a receipt or loyalty record.
- Health & hygiene products: Opened meds, supplements, or litter – unless defective.
- External causes: Fire, flood, power surge, or other events outside Petbarn’s control.
Required documentation for Petbarn warranty claims
- Proof of purchase: Receipt, invoice, or order confirmation email.
- Order number (online purchases).
- Product details: Name/SKU, and serial number if applicable.
- Description of issue: Clear explanation, plus photo/video if possible.
- Contact details and loyalty membership (if applicable).
- Return authorisation/reference number (if issued for online returns).
How long does the warranty claim process take with Petbarn?
- Immediate resolution: In-store claims often resolved same day.
- Online/email: First response within 1–2 business days; replacement/refund processed promptly after approval.
- Manufacturer assessment: May take up to 6 weeks for complex items or repairs.
- Major faults: Immediate refund/replacement under ACL rights.
- Refunds: Typically appear within 3–7 business days after Petbarn processes them.
Petbarn cases submitted through Ajust
I bought fish from Petbarn that turned out to be infected and wiped out my entire tank. I spent over a thousand dollars fixing the damage and was still told it wasn’t covered, just offered other products instead. It felt like there was no responsibility taken for selling unhealthy stock, and I just wanted a fair replacement or refund. - Nia
Recent Petbarn customer warranty experiences
Hassle-free swap: A customer received an immediate refund for a product not as described. They praised Petbarn for “fantastic customer service.”
30-Day Fish Guarantee: A fish was replaced without fuss when it died within the guarantee period.
Misuse denial: A heavy-chewer dog toy was not covered after the pet destroyed it.
Official Petbarn Warranty Policies & Support Links
- Returns, Repairs & Refund Policy: petbarn.com.au/returns-policy
- Customer Service Contact: petbarn.com.au/contact-us – Phone: 1300 655 896, Email: info@petbarn.com.au
- Store Locator: petbarn.com.au/stores
- Help Centre – Faulty Products: Petbarn Help Centre
Petbarn Warranty FAQs
What does Petbarn’s warranty actually cover under Australian Consumer Law?
Petbarn’s warranty covers manufacturing defects and product failures under normal use. This applies to everything from food and toys to electronics and aquariums. It ensures customers receive a repair, replacement, or refund when a product fails due to a genuine fault, not misuse. Reporting issues within 30 days makes resolution faster and easier, giving pet owners confidence that Petbarn stands behind every product it sells.
How do I submit a Petbarn warranty claim quickly and easily?
To claim a Petbarn warranty, contact them as soon as you notice a fault. In-store visits are fastest—bring the item and proof of purchase for immediate help. Online buyers can email order details, a description, and a photo to online@petbarn.com.au. Petbarn then guides you through return or replacement steps, often resolving simple claims on the spot and more complex ones within weeks. Acting fast makes the process smoother.
What documents are required for a Petbarn warranty claim?
Petbarn warranty claims require proof of purchase, product details, and a clear fault description. Online claims also need your order number and photo or video evidence of the issue. These details help Petbarn assess eligibility and process replacements or refunds quickly. Having your loyalty membership or reference number handy ensures faster verification and support.
What issues are excluded from Petbarn’s warranty?
Petbarn’s warranty doesn’t cover damage from misuse, abnormal use, or accidents. It also excludes opened health or hygiene items, change-of-mind returns after 30 days, and issues caused by pets or external events like power surges. Claims without proof of purchase are difficult to process. Understanding these limits helps customers know when they’re covered and how to keep products eligible for warranty protection.
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.