Refund policy

At Pet Valu, we want you and your pet to have the best possible experience, so we made our returns policy nice and easy. If things don’t go according to plan, we have a customer service team to help you along the way.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, exchange or store credit.

To start a return, you must contact us at info@petvalu.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returns Terms and Conditions

• We accept returns up to 30 days from purchase, if unopened and in the original condition (including packaging). You may return your order for exchange or store credit.
• If your order item is faulty, not fit for the intended purpose or not as it appears on the website, you can return for a refund. Items returned after 30 days may not be qualified for a refund.
• The customer is responsible for the cost of returning the item’s, unless it was an error on our behalf.
• A Pet Valu customer representative MUST be contacted before organising returns. We need to issue return information and organise pickup using our couriers. Without this, we will not be able to process your return and refund the cost of your items.
• We cannot offer refunds or exchanges on supplements, treats, foods or any other edible items that are opened due to strict health regulations. Please make your selection carefully. If you are not sure, try the samples before buying the larger bags to make sure they love the taste.

Damaged or faulty items

If you receive damaged or faulty items, please email images of the items to info@petvalu.com.au and our customer service representatives will assist you accordingly.