Returns policy

For online purchases

Refunds

To return an item purchased online for a refund, please e-mail [email protected] with your name and the name of the item(s) you will be returning, to let us know.

Then post the items within 3 working days from the date of the receipt to: 222 - 224 Hammond Road, Dandenong South, Victoria, 3175

When returning goods please use a reliable method of postage, as Spot-On Pet Enclosures are not responsible for any items you return that go missing or become damaged in transit. The customer is responsible for postage costs back to our warehouse when returning an item for a refund.

Refunds will be credited to the credit card you used to purchase the goods within 1-5 working days of receiving them at our warehouse.

A refund will not be processed if the goods returned do not conform with our returns policy and a return shipping fee charged.

Exchanges

You may exchange your online purchase for a different size or style within 14 days of the invoice date, subject to availability.

If you intend to exchange an item, simply e-mail [email protected] as soon as possible with the style, size and colour you require so we can reserve it for you.

Then place the item(s) unused and in their original condition in a postpack or box (to protect the original packaging) within 3 days from the date of the receipt, to: 222 - 224 Hammond Road, Dandenong South, Victoria, 3175

The customer is responsible for postage costs back to our warehouse when returning an item for a refund.

Exchanged items will only be dispatched on receipt of your parcel. So if you require your item urgently to avoid time delays we suggest you place a new order and request a refund for your initial order.

Faulty goods

You may return faulty items purchased on-line for a refund or exchange within 30 Days of purchase with proof of purchase – receipt or credit card statement.

If you intend to return a faulty item, please notify [email protected] for advice before returning the item.

Goods received will be inspected for manufacturing faults.

Please note that items deemed subject to fair wear and tear will not be accepted as faulty. The customer will be notified and the goods returned to them at their own expense.

Refunds for goods deemed faulty, including any postage you paid to receive the goods, will be credited to the credit card you used to purchase the goods.

Goods received in error

If the goods you receive are not what you ordered please notify [email protected] as soon as possible so we can put things right.

For in-store purchases

Returns

At Spot-On Pet enclosures we understand that sometimes you change your mind about your purchase.

So provided you return your purchase to any Spot-On Pet Enclosures store in its original condition, in its original box and with proof of purchase within 7 days, we will allow you to exchange it for something else or a credit note.

Refunds are not available at Spot-On Pet enclosures stores unless items are faulty, so please choose carefully.

Faulty goods

You may return faulty items to any Spot-On Pet enclosures outlet for a refund or exchange within 30 Days of purchase with proof of purchase – receipt or credit card statement.

Items deemed subject to fair wear and tear will not be accepted as faulty. Occasionally it may be necessary to seek a second opinion from the supplier before a refund can be processed.

Customer complaints and feedback

At Spot-On Pet enclosures we continually strive to improve the service we offer our customers. So if you are unhappy with any aspect of our service or product we want to know about it. Please contact us using the e-mail address with your concerns and we will get back to you promptly.

Email [email protected]

We also welcome any positive feedback and ideas that we can pass on to the team and post as testimonials on our website.