Refund policy

REFUND POLICY

Thank you for shopping at The Cool Pet Store. We want you to be happy with your purchase. This Refund Policy explains how returns, exchanges and refunds work for orders placed on our store.

30-Day Return Window

You have 30 calendar days from the date you receive your item to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.

How to Start a Return

Contact us at thecoolpetstore.au@gmail.com with your order number and the reason for the return before sending anything back. We will confirm the return address and any next steps. Items sent back without first requesting a return may not be accepted.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or different from what you ordered, contact us within 14 days of delivery with your order number and photos of the item. We will arrange a free replacement, exchange or refund, in line with your rights under the Australian Consumer Law.

Change of Mind

For change-of-mind returns (item is as described and not faulty), the customer is responsible for return shipping costs, unless otherwise agreed with us in writing.

Refunds

Once we receive and inspect your return, we will notify you whether the refund was approved. Approved refunds are issued to your original payment method within 5-10 business days. Shipping costs are non-refundable, except where the return is due to our error or a faulty item.

Non-Returnable Items

Gift cards, final sale items, and items marked as non-returnable at checkout cannot be returned.

Late or Missing Refunds

If you haven't received a refund after the timeframe above, first check with your bank or card provider, as processing times vary. If you still have questions, contact us at thecoolpetstore.au@gmail.com.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes any guarantees, rights or remedies you may have under the Australian Consumer Law or other applicable law that cannot be excluded, restricted or modified.

Contact Us

Questions about returns and refunds can be sent to thecoolpetstore.au@gmail.com or 0411 103 630.