Refund policy
Refund & Returns Policy
Our commitment At Purapet, we take pride in the quality of every box we send. If something isn't right with your order, we want to hear about it and make it right.
Change of mind As our boxes are curated subscription products, we are unable to accept returns or offer refunds for change of mind. We encourage you to review the contents of each box carefully on our website before purchasing. If you have any questions about what's included, please contact us before placing your order.
Damaged or faulty items If your order arrives damaged or contains a faulty product, please contact us within 7 days of receiving your order at hello@purapet.com.au with the following:
- Your order number
- A description of the issue
- A photo of the damaged or faulty item
Once we have reviewed your enquiry we will offer either a replacement, store credit or refund at our discretion depending on the nature of the issue.
Incorrect items If you receive an item that is different from what was described, please contact us within 7 days of delivery at hello@purapet.com.au with your order number and a photo of the item received. We will arrange a replacement or refund as appropriate.
Perishable items Some boxes contain perishable items such as treats and food products. These items cannot be returned for health and safety reasons. If a perishable item arrives damaged or spoiled please get in touch with us within 48 hours of delivery with a photo and we will do our best to resolve the issue promptly.
Subscription cancellations You may cancel your subscription at any time through your account. Cancellations take effect from the next billing cycle. If a payment has already been processed for an upcoming box we are unable to cancel or refund that order as it will already be in preparation. Please ensure you cancel at least 5 business days before your next renewal date to avoid being charged for the following month.
Refund processing Approved refunds will be processed back to your original payment method within 5–10 business days. You will receive an email confirmation once your refund has been issued. Please note that your bank or payment provider may take additional time to process the refund to your account.
Consumer guarantees Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product is faulty, not fit for purpose, or does not match its description, you are entitled to a remedy under Australian Consumer Law regardless of our store policy.
Contact us If you have any questions about your order or this policy. Please don't hesitate to get in touch at hello@purapet.com.au. We aim to respond to all enquiries within 2-3 business days.