OUR 30-DAY MONEY BACK GUARANTEE

If you received your item and are not satisfied with it, you are entitled to a refund if your product arrives damaged or faulty. We are committed to honouring our obligations under the Australian Consumer Law. This means you can choose a refund or replacement if a product has a major problem. This is where the product:

• It has a problem (defect) that would have stopped someone from buying it if they’d known about it
• It has multiple minor problems that, when taken as a whole, would have stopped someone from buying it if they’d known about them
• It is significantly different from the sample or description
• It is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
• It doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
• It is unsafe.

If the problem is not major, we will at our discretion give you a refund, or replacement or repair the item within a reasonable time.

Refunds are not applicable if you have received your order and have changed your mind, purchased by mistake, failed to read the product description, failed to properly and clearly inform us of special requests when ordering, made assumptions about product inclusions not mentioned in the description, not read our legal policies, miscalculated sizes, or misinterpreted descriptions, reviews or photos.

Refunds are only available if your product arrives not as described in the written product description, it is broken or if it never arrives (all of our products are tracked so refund claims will not be offered where tracking shows it as delivered - Order address information is the buyer's responsibility and is not edited in any way before being added to products for delivery).

To be eligible for a refund, your item needs to be inspected and approved via photos or videos emailed to hello@farmcitypets.com.au

All refund requests need to be verified before our Refund Process can be initiated, and refund requests which do not have photos and measurements as requested will not be accepted.

When emailing defect refund requests please include your Order Number as well as detailed photos showing the damaged item, upon receipt we will assess the provided evidence and advise if you are eligible for a return. In the case of incorrect sizing, please send photos as well as measurements of the item as per the measuring chart on the product description. We will email you to inform you if your refund request was successful, as well as any reasons for rejecting the request if necessary. If successful we will email you instructions for returning the item.

Please await our instructions for returning, parcels marked 'RTS' and placed in a post box cannot be tracked and how the postal system handles these items is out of our control. We take no responsibility for items marked 'Return to Sender' as returns need their own postage label attached. If items are returned in this way they often do not arrive back to us, if they do arrive we will assess your refund at that time. All refund requests must be approved before they can be processed and the return address issued.

Once we receive the item back, we will inspect the item and then decide whether we will issue a refund or credit depending on your preference. Refunds are issued at our discretion. The original return reason included in your defect request must be validated by the product inspection once received back.

Please see the ACCC website for more information regarding your refund rights:

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

If you received the wrong item, please contact us within 48 hours of delivery. We will refund all your payment upon return of the incorrect goods. We may offer you an exchange at our discretion.

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

DISCLAIMER: Farm City Pets takes no responsibility for our products not suiting you and your pet's individual needs. Please read the product descriptions carefully, and email hello@farmcitypets.com.au or message us on our chat channel to ask any questions prior to purchase if you need further clarification regarding product details. Please ensure you clearly state any special requests when ordering, no responsibility will be taken for assuming a product will contain other than what is specified in the product description. We can make no recommendations on whether our products will suit your requirements, we can only describe the product to make your own assessment. We take no responsibility for the information or recommendations provided in customer reviews on our site, they are only intended as a general guide to making an independent consumer decision. All product information and sizing is included in the official written product description provided by Farm City Pets above the reviews section.

Order Cancellations

Order cancellation requests can be sent through up to 24 hours after placing your order. Requests after this time period will not be approved. Cancellations will be approved at our discretion. Once items have shipped they cannot be cancelled.

Delivery Delays

Farm City Pets takes no responsibility for delivery delays caused by postal and courier services, and cannot guarantee delivery times. We are proud to offer Free Shipping on all products to cover any delays you may experience. We will happily provide refunds or replacements for lost in transit items (all items are tracked).

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@farmcitypets.com.au