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Refund policy

PetFindr Refund Policy
Last updated: February 21, 2025

At PetFindr, we stand by the quality of our products and aim to provide the best experience for pet owners. We understand that sometimes things don’t go as planned, so we have created a fair and transparent refund policy to address various purchase scenarios.

1. PetFindr Smart Tag & Tracker Holder – No Returns Unless Faulty

Due to the unique nature of PetFindr Smart Tags and Tracker Holders, these items cannot be returned or resold once registered. This is because:

  • Each Smart Tag is linked to a specific pet and owner profile. Once activated, it cannot be reassigned to another customer.
  • Tracker Holders cannot be re-registered, making them non-returnable and non-resellable.

Exceptions:

  • If your Smart Tag or Tracker Holder arrives faulty or damaged, we will replace it at no additional cost.
  • If there is a manufacturing defect within 30 days of delivery, we will provide a free replacement.

To initiate a claim for a faulty or damaged item, please contact hello@petfindr.com.au with your order details and a photo of the issue.

2. Standard Pet Accessories – Eligible for Returns & Exchanges

For all other PetFindr products, including collars, leashes, and accessories, we accept returns and exchanges within 30 days of delivery, provided the item:

  • Is unused and in its original condition.
  • Is returned with all tags and packaging intact.
  • Has not been customized or personalized.

How to Return Standard Items:

  1. Email hello@petfindr.com.au with your order number and reason for return.
  2. We will provide return instructions, and you must ship the item back at your expense.
  3. Once received and inspected, we will issue a refund or exchange, minus any shipping costs.

3. Non-Refundable Items

We do not offer refunds or returns for:

  • Used or damaged items (unless faulty upon arrival).
  • Gift cards and promotional items.
  • Personalised or custom-made products.

4. Refund Processing

  • Refunds (if applicable) will be issued to your original payment method within 5-7 business days of receiving your return.
  • Shipping costs are non-refundable unless the return is due to an error on our part.
  • If your refund is delayed, check with your bank or payment provider before contacting us.

5. Contact Us

If you have any questions regarding our refund policy, please reach out to us at:  

Email: hello@petfindr.com.au
Address: 18 Stewart Street, Mount Eliza, VIC, 3930, Australia