Return and Refund Policy
💛 Our Promise
At PetNex, we’re committed to delivering high-quality, smart, and stylish pet products that make life safer and happier for your furry friends.
If something isn’t right, we’ll do our best to make it right.
📦 Returns
We accept returns within 14 days of delivery.
To qualify:
- Items must be unused, unwashed, and in their original packaging (with all tags, accessories, and manuals).
- Please contact our team at support@petnex.com.au with your order number and a short note about the reason for return.
- Once your return is approved, we’ll send detailed instructions on how to send it back.
Note: Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
🔄 Exchanges
Ordered the wrong size or colour? No worries!
We’re happy to arrange an exchange — subject to stock availability and the product being in its original packaging.
Once we receive and inspect the returned item, we’ll process your exchange promptly.
⚠️ Damaged or Faulty Items
We take great care to ensure your order arrives in perfect condition.
If your item arrives damaged, defective, or not as described, please contact us within 7 days of delivery and include:
- Photos or videos showing the issue
- Your order number
💳 Refunds
Once we receive and inspect your returned item:
- We’ll notify you by email about the approval status.
- Approved refunds are issued to your original payment method within 5–10 business days.
- Shipping fees are non-refundable, unless the return is due to our mistake (e.g., wrong or faulty product).
🚫 Non-Returnable Items
Due to hygiene and safety reasons, we cannot accept returns for:
- Pet grooming or cleaning items (e.g., paw cleaners)
- Used feeding and litter box products
- Opened litter, waste, or hygiene-related items
We recommend checking product descriptions and sizing carefully before purchase.
🕓 Order Cancellations
Changed your mind?
Orders can be cancelled within 12 hours of purchase — as long as they haven’t been shipped.
After that time, we’re unable to guarantee cancellation as your order may already be in transit.
💬 Need Help?
Our friendly support team is always happy to assist.
📧 support@petnex.com.au
We aim to reply within 24–48 business hours.
🐶 Thank You
Your trust means everything to us.
When you shop at PetNex, you’re choosing thoughtful, innovative, and pet-safe products made with love — for the pets that make life brighter. 💚