Last Updated: 18 September 2026
Effective Date: 18 September 2026
PREMIER PET PTY LTD (“we”, “us”, or “our”) is a local Australian pet accessories brand, operating our official e-commerce platform at www.premierpetltd.com. Our registered business address is 33 Magnesium Street, Narangba, QLD 4504, Australia, with contact telephone number +61 7 3204 8511 and official support email [email protected]. All our small pet accessories are safety-tested, pet-approved, and built with premium, non-toxic materials for long-time daily use for Australian pet families.
This clear, fair policy is drafted to outline all terms for returns, exchanges and eligible reimbursements for orders placed through www.premierpetltd.com, fully compliant with Australian Consumer Law. We strictly enforce our core rule: no full or partial “refund only” requests will be approved under any non-defect circumstances. All valid eligible claims must follow our official product return workflow, which requires you to send the purchased item back to our nominated return address before any reimbursement or exchange arrangement can be processed. This rule protects both our customers and our operations, ensuring we maintain fair pricing for all local Australian pet parents while upholding strict hygiene standards for all pet-related accessories. By completing a purchase on our website, you confirm you have read, understood, and fully agreed to all terms outlined in this policy.
1. Eligibility Criteria for Valid Returns
To be qualified for our official return process, all submitted items must meet the following requirements:
- The item must be returned to us within 30 calendar days from the date you successfully signed for the delivered order. Any return request submitted after this 30-day window will not be accepted.
- The product must be completely unused, unwashed, unmodified, and in its original, resalable condition with all original packaging, tags, user manuals and included accessories fully intact. Pet items that have come into contact with pet fur, saliva, food residues or human skin oils will not be eligible for return due to public hygiene and pet safety rules.
- You must provide your original order confirmation number, the full name used for the order, and a clear photo of the unopened or unused product to initiate the return request.
- Custom engraved, personalized or final clearance discounted items are not eligible for return, except in cases where the item arrives with confirmed manufacturing defects.
Per our established no “refund only” rule, you cannot retain the product and request a full or partial cash refund for any reason, including but not limited to situations where your pet does not like the item, the product does not match your personal aesthetic preference, or you ordered an incorrect size by accident. These requests will not be approved, and our support team will only offer eligible exchange options once you return the item to our facility.
2. Defective and Damaged Item Processing
If you receive a product that arrives with confirmed manufacturing defects, transit damage, or does not match the exact item you ordered, you qualify for our priority resolution process. You must submit a clear photo of the faulty, damaged or mismatched item, alongside a photo of the original shipping packaging, to our support team within 7 calendar days from the delivery signature date.
Once our quality control team verifies your claim is valid, we will arrange a free replacement of the exact same product to be shipped to your Australian address immediately, at zero extra cost to you. If the exact item is no longer in stock in our warehouse, we will offer you equal or higher value alternative product exchange options, or process a full refund only after you ship the defective item back to our Narangba facility. We will never issue a refund for a damaged or defective item before we have received and inspected the returned product at our warehouse.
3. Return Shipping Cost Rules
For eligible non-defect return cases where you wish to exchange for a different size or alternate product, you are responsible for covering all return shipping costs to send the item back to our Narangba return address. If the return is caused by our confirmed error, such as us shipping the wrong product or a proven manufacturing defect, we will provide you with a pre-paid Australian courier return label at no cost to you, and fully cover all shipping fees for the replacement item being sent back to you.
4. Processing Timeline After We Receive Your Return
Once our warehouse team has signed for and inspected your returned item and confirmed it meets all our eligibility criteria, we will complete your requested exchange or eligible refund processing within 7 working days. Any issued refund will only be processed back to your original payment method, and your bank or payment provider may take an extra 3 to 10 working days to post the transaction to your account, depending on their processing schedule.
If you have any questions regarding our return and refund policy, you can contact our support team at +61 7 3204 8511 or send an email to [email protected] at any time, and we will reply to your inquiry within 2 working days.