Delivery/Returns

SHIPPING & DELIVERY

Save time and money by ordering your products online today.

  • Sydney Eastern Suburbs: Delivered within 2–5 business days (applies to in-stock items).
  • Rest of Australia: Shipped via Australia Post.
  • Standard Rates: Postage and packaging start at $12.00 nationwide.
  • Bulky Items: Large items (such as water fountains, pet strollers, cat trees, etc.) attract a higher freight fee, starting from $40.00.
  • Delivery Guarantee: We highly recommend selecting Registered Post at checkout for extra peace of mind and signature on delivery.​

 

RETURNS & REFUNDS POLICY

1. Change-of-Mind Returns

  • We accept change-of-mind returns under the following conditions:

    • Timeframe: Within 14 days of purchase.
    • Condition: Items must be unopened, unused, and in their original packaging with proof of purchase.
    • Exclusions: We cannot accept change-of-mind returns for opened items due to health and safety restrictions, or for non-refundable items (see below).
    • Next Steps: You must contact a Pet Nurture representative at Melina@petnurture.com.au before sending any goods back. We will provide you with the correct return address.
    • Shipping Costs: You are responsible for return shipping costs on change-of-mind returns, and original shipping fees are non-refundable.
2. Faulty or Damaged Products
 

Under the Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund if a product is faulty, unsafe, or does not match its description.

  • How to report: Please email a photo of the damaged or faulty item to Melina@petnurture.com.au
  • Include these details: Your invoice/reference number, full name, and mobile number.
  • Resolution: Our team will review the claim and contact you with instructions. 
3. Lost or Stolen Parcels

  • Pet Nurture is not liable for items marked as delivered or lost/stolen via Australia Post. If your tracking shows an issue, please lodge an enquiry directly with Australia Post Support.
4. Refund Processing

  • Once your return arrives and undergoes inspection, we will email you to confirm receipt and let you know if your refund is approved.
  • Approved refunds are credited back to your original payment method or nominated bank account within a standard processing time frame.
5. Non-Refundable Items

 
The following items and services cannot be refunded for change of mind:

  • Gift cards
  • Downloadable handouts or training materials
  • All types of services (e.g., consultations, training sessions)

 

NEED HELP?

Contact us at melina@petnurture.com.au for questions related to refunds and returns.