Refund policy
At PetVoyage, your satisfaction is important to us. We want you to feel confident when shopping for your pet travel essentials. If something isn't right with your purchase, we're here to help.
We offer a 30-day free return and refund policy to make your shopping experience as convenient and worry-free as possible.
1. 30-Day Return Period
You may request a return within 30 days from the date your order is delivered.
To qualify for a standard return, the following conditions should generally be met:
The product should be in its original condition.
The product should be unused and undamaged.
Original packaging and included accessories should be retained where reasonably possible.
Proof of purchase or a valid order number must be provided.
If your product is defective, damaged, incorrect, or does not match its description, please contact us even if the product has been opened or used. We will assess the issue in accordance with this policy and applicable consumer protection laws.
2. Free Returns
PetVoyage offers free returns within the 30-day return period.
Customers do not need to pay standard return shipping fees for approved returns under this policy.
To arrange a return:
Contact us at support@PetVoyage.site.
Include your order number and the reason for your return.
Our customer support team will review your request and provide return instructions.
Follow the instructions provided by our team to complete the return.
Please do not send products to our business address without receiving return authorization and instructions first.
3. Refund Policy
Once your returned item has been received and inspected, we will notify you of the refund status.
If your refund is approved:
The refund will be issued to your original payment method whenever possible.
The original purchase amount for the approved returned item will be refunded.
Standard return shipping costs will be covered by PetVoyage for eligible returns.
Your financial institution may require additional processing time before the funds appear in your account.
We aim to process approved refunds within 5–10 business days after the return has been received and reviewed.
Please note that the time required for the funds to appear in your account may vary depending on your payment provider or financial institution.
4. Damaged, Defective, or Incorrect Items
We take product quality and order accuracy seriously.
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.
To help us resolve the issue efficiently, please provide:
Your order number.
A description of the problem.
Clear photographs or videos showing the issue, if applicable.
Depending on the circumstances, we may offer a replacement, return, refund, or another appropriate resolution.
You will not be required to pay return shipping fees for approved claims involving damaged, defective, or incorrectly supplied products.
5. Exchanges
If you would like to exchange a product for another item, please contact our customer support team.
We will review your request and advise you of the available options.
If an exchange cannot be arranged, we may recommend returning the original product for a refund and placing a new order.
6. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
We will do our best to accommodate cancellation requests before the order has been processed or dispatched.
Once an order has been shipped, cancellation may no longer be possible. In such cases, you may request a return after delivery in accordance with our 30-day return policy.
7. Items That May Not Qualify for Standard Returns
Certain circumstances may affect eligibility for a standard change-of-mind return, including:
Products damaged through misuse or improper handling after delivery.
Products returned with missing components or accessories that were included with the original order.
Products showing excessive wear or damage unrelated to a manufacturing defect.
These limitations do not exclude or restrict any rights you may have under applicable consumer protection laws.
8. Refunds for Promotional Orders
If an order was purchased using a discount, promotion, or special offer, the refund will generally reflect the actual amount paid for the returned product.
Where multiple products were purchased as part of a promotional bundle, the refund may be adjusted to reflect the terms of the promotion, subject to applicable consumer protection laws.
9. Contact Us
If you have questions about returns, refunds, or exchanges, please contact us:
Business Name: PetVoyage
Email: support@PetVoyage.site
Phone: 0421 880 919
Address: 66 Derwent St, Glebe NSW, Australia
Website: https://PetVoyage.site
10. Your Consumer Rights
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available to consumers under applicable laws, including the Australian Consumer Law where applicable.
Our 30-day return policy is an additional customer service benefit and does not replace your statutory rights.
Thank you for shopping with PetVoyage. We appreciate your trust and are always happy to help.