Return & Refund Policy

• We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

• Refunds, exchanges & returns are available if the product is defective or the customization message is wrong within 30 days, we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not however refund if the item is returned simply because it is unwanted.

To be eligible for a return/ exchange/ refund,  your item must meet the following conditions:

1. Quality Defect.

2. Item Damage.

3. Wrong Item (color).

4. The same condition that you received it, unworn, unwashed and unused, with tags, and in its original packaging.

5. Need the receipt and proof of purchase.

Additional non-returnable items: 
- Gift cards 
- Some health and personal care items 

Buyers have the option to exchange the items. If the items purchased are faulty, or in the rare chance we send you the wrong items, we will happily refund the original purchase price of that product provided the product and packaging are in their original condition and is re-saleable.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you received the wrong item so that we can evaluate the issue and make it right.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

EXCEPTIONS /NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

To start a return, you can contact us at petvibezau@gmail.com. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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. 

Please notice: Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

NOTE:

• Events or circumstances beyond control regarded as Force Majeure may extend the delivery time.

• Parcels sent to Western Australia may take two more weeks to be delivered. 

• Please ensure your delivery address is complete, including your unit number. Wrong address, incomplete address, and missing unit number may cause delay or return. We highly recommend leaving the receiver name that matches your ID. The package might be delivered to the locker, community mailbox, or concierge.

Please email petvibezau@gmail.com with your name, contact details and order confirmation proof to arrange the return of the product.