Refund policy
Returns and Refunds
We want you and your pet to be happy with your order. If something isn't right, here is how returns work.
30-day returns
You can request a return within 30 days of delivery. To start a return, email support@nestedpets.com with your order number and the item you'd like to send back. Please don't post anything until we reply, because we'll send you the return address and the steps to follow. Items sent back without contacting us first can't be processed.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged, or isn't what you ordered, email us within 30 days of delivery with your order number and a photo of the problem. We'll send a replacement or a full refund, and we cover the return shipping. In some cases we won't need the item back at all.
Change of mind
Changed your mind? That's fine. Items must be unused, unwashed and in their original condition and packaging. For change-of-mind returns, you pay the return shipping. Your original shipping was free, so there is no shipping charge to refund.
Items we can't accept for change-of-mind returns
For hygiene reasons, the following can't be returned for change of mind once they have been used. They are still covered if they arrive faulty or damaged:
- Bowls, feeders and water fountains that have been used with food or water
- Grooming and hygiene items, such as nail grinders and grooming hammocks, that have been used
- Toys that have been played with or chewed
- Beds, mats, blankets and other bedding that have been slept on or washed
Refunds
Once your return arrives and we've checked it, we'll email you and refund your original payment method within 5 business days. Your bank or card provider may take a few extra days to show the refund.
Exchanges
Need a different size or colour? Email us and we'll help you swap it. The easiest way is usually to return the original item and place a new order.
Cancellations
If you'd like to cancel or change an order, contact us as soon as possible. We can usually make changes before the order has been packed. Once an order has shipped, it can be returned under this policy instead.
Your rights under 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 affects those rights.
Contact
Nested Pets
7 Wattle Street, Cooroy QLD 4563, Australia
Email: support@nestedpets.com
Phone: +61 477 936 802
Customer service: Monday to Friday, 9:00 AM to 5:00 PM AEST