Returns

Free Returns for 365 Days. Now that’s Awesome Service.

At Love That Pet we are committed to bringing you Amazing Care, Astounding Value and Awesome Service in everything we do and our returns policy is no exception:

  • Free Returns for 365 Days. You can return any item within 365 days of purchase, for any reason. We even pay for the return shipping for you. There are no hidden exceptions, we simply require that the items be unused, in their original packaging and in the same condition you received them in.
  • Returning an item is just one click away. Simply complete the Love That Pet Returns Form and our dedicated Customer Service Team will contact you to help walk you through the returns process to help ensure you get the right outcome for you and your pet.
  • We do the hard work for you. We’ll organise return shipping for you and email you a pre-paid return shipping label. All you need to do is attach it to your return package and drop it off at your local Australia Post Box or Office and we’ll handle it from there.

What can I return?

If you are not completely satisfied with your purchase for any reason you can return any item to us up to 365 days from the purchase date. We simply require that the items are returned:

  • Unused;
  • In their original packaging; and
  • In the same condition you received them in

When packing your items for return be sure they are arranged to ensure a safe journey back to us.

Do I have to pay for return shipping?

No. We believe that you and your pet deserve the best possible shopping experience, so if you do choose to return an item we will pay the return shipping costs. That’s right, return shipping with Love That Pet is absolutely FREE.

As part of the returns process, you will be sent a prepaid return shipping label via email. All you’ll need to do is print out the label and attach it to the outside of your return parcel. This will cover the cost of your return shipping.

How do I return my purchase?

We’ve designed our returns process to be as quick and simple for you as possible:

  1. Complete the Love That Pet Returns Form
  2. Our Customer Service Team will contact you to walk you through packaging your returns and your return options (refund, exchange or store credit)
  3. Once your return details have been confirmed we will email you an Australia Post prepaid return shipping label. Simply print off the label and attach it to your return package
  4. Drop your return package off at your local Australia Post office or Australia Post box and we’ll take care of the rest

What are my return options?

At Love That Pet we know you like choice – that’s why you have the option of choosing between a refund, an exchange or store credit when you choose to return an item.

How long will it take to process my return?

Depending on your location your return package should arrive at our centre within 2-4 days. Once received, your return request will be processed on the next business day:

  • Refunds will be processed via the same method and to the same account as your original payment. Please note that, depending on your financial institution, it may take an additional 3-5 business days for funds to be cleared into your account
  • Exchange products will be sent via Australia Post to your nominated shipping address
  • Store Credit will be applied to your Love That Pet account

These return time frames are provided as a guide. In all cases we endeavour to process returns as quickly as possible.

What do I do if items are Incorrectly Supplied, Damaged or Faulty?

We do our very best to ensure that each order that leaves the centre:

  • Contains the correct items;
  • Is fault free and undamaged when packed;
  • Is packed to ensure the product arrives in the same condition as it left the centre; and
  • Is checked one final time by our Quality Team before your item is shipped

However, we all know that sometimes things don’t quite go to plan.

If an item has been shipped incorrectly, is faulty or arrives damaged the process for returning the item is the same as for any other return, free return shipping included. Simply complete the Love That Pet Returns Form and our dedicated Customer Service Team will help walk you through the process for returning the incorrect, damaged or faulty item.

Do you have questions about our returns policy or process?

The Love That Pet Customer Service Team are here to help. You can call us on 1300 568 738 or you can ask us a question via our enquiry form.