Refund policy

Last updated: 23 August 2026

We want you to be happy with what you buy from PetNexa. This policy explains how returns and refunds work, and it sits alongside your rights under the Australian Consumer Law.

Your rights under the 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to the change-of-mind returns described below, and nothing in this policy limits them.

Change-of-mind returns

You may request a return within 14 days of receiving your order. To be eligible:

• the item must be unused and in the same condition you received it
• the item must be in its original packaging
• you must be able to show proof of purchase

Personalised and custom-made items cannot be returned for change of mind.

For change-of-mind returns, you cover the return postage. We recommend a tracked service, as we cannot refund an item that does not reach us.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, or is not what you ordered, contact us within 7 days of delivery at info@petnexashop.com with your order number and photos of the item and its packaging.

Where a return is due to our error or a fault in the product, we pay the return postage and you may choose a replacement or refund in line with your rights above.

How refunds are processed

Once we receive and inspect a returned item we will tell you the outcome. Approved refunds go back to your original payment method within 5–10 business days.

If a refund has not appeared after 10 business days, check with your bank or card provider first, then contact us and we will follow it up.

Cancelling an order

Orders can be cancelled before they are dispatched. Contact us as soon as possible — once an order has been sent to our supplier we may not be able to stop it.

Contact

Email: info@petnexashop.com