Refund policy

At PETLIVO, we want you and your pets to be happy with your purchase. If there is an issue with your order, please contact us and we will do our best to assist you.

1. Damaged or Faulty Products

If your product arrives damaged, defective, or faulty, please contact us as soon as possible after receiving your order.

Please provide:

Your order number
Photos or videos showing the issue
A brief description of the problem

After reviewing the issue, we may offer a replacement, repair, refund, or another appropriate solution.

2. Incorrect Item

If you receive an item that is different from what you ordered, please contact us as soon as possible. We will review the issue and arrange an appropriate solution.

3. Change of Mind

Change-of-mind returns are subject to the product's eligibility and our return requirements. Some products may not be eligible for return due to hygiene, safety, or other reasonable restrictions.

Please contact us before returning any item.

4. Return Conditions

Where a return is approved, the product should generally be:

Unused and in its original condition
Returned with original packaging where reasonably possible
Accompanied by your order details

Return instructions will be provided after your request has been reviewed.

5. Refunds

Once an approved return or refund request has been processed, refunds will generally be issued to the original payment method.

The time for the refund to appear in your account may depend on your bank or payment provider.

6. Shipping Costs

Where the product is faulty, damaged, incorrect, or otherwise covered by applicable Australian Consumer Law rights, PETLIVO will provide the appropriate remedy in accordance with those rights.

For eligible change-of-mind returns, return shipping costs may be the customer's responsibility unless otherwise stated.

7. Australian Consumer Law

Nothing in this Refund & Returns Policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law (ACL) or other applicable Australian laws.