Bought something from

Petbarn

that broke too soon?

 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.
    
    
• 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).
  

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.

• 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.
  

• 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).
  

• 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.