We accept returns of products within 30 days of the sale date for any reason. Items returned after 30 days may not qualify for a refund, or may incur an extra 25% restocking fee.
If your product is damaged or not as described on our website, we will gladly exchange it for an alternative or issue a refund. In these cases, return shipping will be arranged at our expense.
In cases of Change of Mind returns (eg wrong size or colour has been selected), we will accept returns as long as the item purchased is in a re-saleable condition, meaning it is undamaged, new, unused, unopened and has all original packaging and tags in-tact. The return postage will need to be paid by the buyer and the original delivery charge will be deducted from the refund amount.
The original delivery charge is the amount charged to Modern Pets by the carrier for shipping the item from our warehouse to your location and varies for each order depending on the volumetric weight of the parcel and the shipping location. With products over $99, the shipping fees are built into the price of the item so delivery charges will be deducted from all returned orders due to Change of Mind or Incorrect Sizing, even those with free shipping, and will often exceed any shipping fee charged to the customer by Modern Pets at the time of purchase. No additional re-stocking fees or surcharge will be deducted from ‘Change of Mind’ returns.
For collars, harnesses, and clothing, we strongly encourage customers to consult our Size Guide and measure their dog before purchasing. Upon receiving the item, we recommend trying it on your pet without removing the product tag.
Prior to returning any item, please contact us at customercare@modernpet.com.au to check if the product is eligible for return and to obtain return delivery instructions. Kindly quote your full name and order number within the subject header of your email to ensure a prompt response to your query.
Orders can be modified if we are notified before they are shipped. To request a change, please email us at customercare@modernpet.com.au.
If your order has already been shipped, exchanges will be processed as separate transactions. The original item will be treated as a return, and the new item will require a separate purchase from our website.
For certain products we must adhere to the manufacturer's own return policy. Please read below:
Litter Robot
The Automatic Litter Robot III Open Air is backed by the product supplier's 90-Day Money-Back Guarantee and 18-Month Warranty. Please read here for full terms and conditions.
ID Pet (Personalised Products)