Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@mypetsworth.shop or via our contact page (https://mypetsworth.shop/pages/contact). If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs Return shipping costs are always the responsibility of the customer. We recommend using a tracked shipping method, as we cannot be held responsible for returns lost in transit. Faulty, damaged or incorrect items never need to be sent back to us; see Damages and Issues below.

Damages and Issues Please inspect your order upon reception and contact us if the item is defective, damaged, or if you receive the wrong item. In such cases, we will send you a new item at our cost, or provide a full refund if you prefer, at no additional cost to you. You do not need to return the faulty item. Please email us at info@mypetsworth.shop with your order number and a photo of the issue so we can resolve this as quickly as possible.

Australian Consumer Law Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as perishable goods (e.g. food or treats), custom or personalised products, and certain pet care goods for hygiene reasons. Please get in touch if you have questions about your specific item. Unfortunately, we cannot accept change-of-mind returns on sale items or gift cards. These exceptions do not apply to faulty, damaged or incorrect items.

Exchanges We are happy to exchange items where possible. To request an exchange, please contact us at info@mypetsworth.shop with your order number and the item you would like instead. If the requested item is available, we will arrange the exchange upon receipt of the original item in unused condition and original packaging.

Please note that exchange shipping costs are the responsibility of the customer.

Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@mypetsworth.shop or via https://mypetsworth.shop/pages/contact

Contact Information
Store name: My Petsworth
Company name: TradeTrends 
Company address: Onyx 16, Venlo, Limburg, 5912 PW, Netherlands 
Company nr.: 94912882
VAT nr.: NL005117114B95
Phone: +61 7 4518 8088
Email: info@mypetsworth.shop

Customer service: Monday to Friday, 9:00 am – 5:00 pm (Melbourne time). We aim to respond within 1–2 business days. 
Contact page: https://mypetsworth.shop/pages/contact