Refunds & Returns

Pilbara Plants and Pets follow the Australian Consumer Refund & Returns Policy below:

A seller does not have to give a refund if you simply change your mind about something you bought, unless they have a store policy to offer a refund, replacement or credit note when this happens.

If a refund is warranted, then the seller must repay any money you paid for the returned goods, and return any other form of payment you made, for example, a trade-in. If this is not possible, they must refund the value of the item.

If a refund is warranted the seller must not:

Offer a credit note or exchange card instead of a refund.
Refuse a refund, or reduce the amount, because the goods were not returned in original packaging or wrapping.

You may be entitled to a replacement if:

There is a major or minor problem with the product.
In these scenarios, the store must provide a product that is identical, or of similar value.

Your rights to a remedy apply to the replacement product in the same way as the original product.

Under the Australian Consumer Law, you are not entitled to return a product if there is no breach of a consumer guarantee, for example, if you:

Changed your mind.
Ordered the wrong product.
Found the product cheaper elsewhere.
Were aware of the relevant fault before buying the product, such as if the fault was written on the tag, or indicated in the photos or item description online.
Damaged the product by misusing it.
Used the product for a very long time and the problem is as a result of usual wear and tear.

Pilbara Plants and Pets do offer an exchange on collars and harnesses if you select the wrong size. You must keep your receipt and packaging for resale when you bring back the product.

The exchange must be within 30 days from purchase.

Items on sale or discounted are not eligible.

If there is a lesser price difference or we do not have the size you require we will offer a store credit.

You may not return a product if you do not have a receipt or other proof of purchase.

We will not except returns or refunds on non warranty items after 30 days.