Returns

We are happy to return or exchange change, excluding shipping, for “change of mind”, returns, wrong item or size items. Send our customer service teams a message at thecrew@petcrew.com.au, and we will give you a returns number and an address for return. We operate a hassle-free returns system and have a crew that will try to make everything right.

Please note that your products must adhere to the conditions below:

  • Be returned within the 30 day period from date of sale
  • Product needs to be in its original condition with all packaging and user manuals so that it can be sold as new
  • Not be expired or out of date
  • The return payment (excluding shipping costs and resending costs in the case of exchanges) will be made the same way in which you paid for the original item.

IMPORTANT: No credits or refunds can be given without first speaking with a Pet Crew representative at thecrew@petcrew.com.au. We must issue you a return number and return address before you can send back any items. If you send back any items without the correct address and return number we will not be able to refund you.

Once your item has been returned in original condition with the reference number from us, you will receive your refund (excluding the original and return postage) along with our email confirmation, or an exchange as per your wishes.

Return to Sender or COD items

Please do not return items COD or Return to Sender, for every return or exchange situation contact us first before you return anything.

If orders are returned to us as undeliverable for any reason or are marked Return to Sender (RTS), a $10 RTS fee is charged by Australia Post. If the RTS item is to be reposted or refunded, the Australia Post fee is charged to the buyer on top of the original postage cost and re-postage fee.

My order is damaged what do I do?

First, contact us on thecrew@petcrew.com.au to discuss. If you received a damaged shipment or product, please email photos of the damaged item to us, include your invoice number and name, and we will work with you to resolve the issue.

Our returns policy for warranty items does not include products where the warranty is voided.   The warranty is voided when there is damage to the product which is caused by reason other than the manufacturer’s defects, accident, misuse, improper use, abuse, faulty operation contrary to recommended usage, transportation damage or when product has been tampered, altered, modified, converted, repaired or serviced other than by us or when this warranty has been tampered, amended and also on cosmetic damages, wear n’ tear, damage to accessories.

Pet Crew makes every effort make descriptions as accurate as possible; errors may occur unintentionally. We also know that mistakes are made, and there may be an error on our part, perhaps we shipped the wrong product; in the case of an error made by Lucky Pet, we will attempt to rectify this at no extra cost to you.

Toys

No toy is indestructible, although some come close, and you should always supervise your pet at play to ensure he is safe and is using the toy as intended. Pets will be pets though! If you are unsure, contact us.

Food products

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double-check your order before submitting.

Click and Collect Customers

If you used the click and collect option to purchase please contact us before you return your product. We will issue you a returns number and you may arrange to return the item for an exchange or refund as discussed with a Pet Crew customer service person.

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