VIP

Refund and Exchange Information

Return Options 

For online purchases you can choose to return your product to any Best Friends’ store or by post as detailed below.  For in-store purchases you return your product to any Best Friends’ store.  We cannot accept returns by post if they were purchased in-store.

In-store Returns 

  • Returns will be accepted in person at any of our Best Friends Pets stores
  • Bring your item in along with a proof of purchase (copy of your electronic invoice).

Return By Post

  • Please contact our Customer Service team prior to sending back a parcel to ensure your item is eligible for return at customerservice@bestfriendspets.com.au or via our Contact Us page
  • When returning, safely package your item including a copy of your electronic invoice and a fault description or reason for return. Sufficient details are required for any suspected faults
  • All goods returned to us will be at your expense unless you are entitled to return the goods at law. In these rare circumstances a member of our Best Friends Customer Service team will email a return label to you, which can then be attached to the outside of the parcel where it is clearly visible.
  • Any additional packaging, express postage costs etc will not be covered by us.
  • All refunds will be paid back into the original payment method once items have been received by our team. 
  • Post and address your returns parcel to:


    Best Friends Pets Online Store

    Shop 1, 2-6 Sloane Street, Maribyrnong, Victoria, 3032

Accepted Return Reasons 

Faulty Goods 

  • Contact our Best Friends Customer Service team 
  • Return your parcel by either visiting one of our Best Friends Pets stores or return by post following the above steps. 

Change of Mind 

You can return any product purchased from us within 14 days of the date of purchase for a refund, exchange, or instore credit of equivalent value. Returns must be in new and saleable condition, accompanied with proof of purchase (sales receipt) and original packaging.

Faulty Goods Terms & Conditions

We are committed to honouring our obligations under the Australian Consumer Law.  This means you can choose a refund or replacement if a product has a major problem.  This is where the product:

  • has a problem that would have stopped someone from buying the item if they had known about it;
  • is not of acceptable quality or unsafe;
  • is not fit for purpose;
  • is significantly different from the sample or description;
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will at our discretion give you a refund or replacement or repair the item within a reasonable time.

Please keep your proof of purchase (e.g. your receipt).

We may need to return a product to the manufacturer to have a product assessed to determine the nature of the problem.

Consumer Guarantees

We are committed to honouring our obligations under the Australian Consumer Law. This means you can choose a refund or replacement if a product has a major problem. This is where the product: • has a problem that would have stopped you from buying it had you known about it; • is not of acceptable quality or unsafe; • is not fit for purpose; • is significantly different from the sample or description; • doesn’t do what we said it would, or what you asked for and can’t be easily fixed. Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will at our discretion give you a refund or replacement or repair the item within a reasonable time. Please keep your proof of purchase (e.g. your receipt) as we may need to return a product to the manufacturer to have a product assessed to determine the nature of the problem.