Returns

Your rights under the Australian Consumer Law apply to every purchase from Peeties. This policy explains what we cover and how to make a claim.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a remedy if a product is faulty, not as described, or does not do what it is reasonably expected to do. These rights cannot be excluded, restricted, or modified and apply regardless of any other conditions in this policy.

What We Cover

We will offer a full refund or replacement in the following circumstances:

• Your item arrives damaged or defective
• You receive the wrong item
• Your item has missing parts that affect its function
• Your order shows no tracking movement and has not arrived within 60 days of the shipping date

What We Do Not Cover

• Change of mind or no longer wanting the item
• Minor cosmetic variations such as slight colour differences from product images
• Damage to outer packaging only where the product inside is undamaged and functioning
• Issues reported more than 30 days after delivery
• Orders where tracking confirms delivery but the customer claims non-receipt (a non-delivery certification from your local post office or carrier may be required)

How to Make a Claim

If your item arrives damaged, faulty, or incorrect, please contact us within 30 days of receiving your order at hello@peeties.com.au. Please include:

• Your order number
• A clear description of the issue
• Photos or a short video clearly showing the damage or fault, including the product, original packaging, and shipping label

We will review your claim and respond within 3 business days. Once approved, we will arrange either a replacement or a refund to your original payment method.

Refund Processing Time

Once a refund is approved, please allow 5–10 business days for funds to appear in your account. This covers both our internal processing time and your bank or payment provider's processing time.

Replacements

If you opt for a replacement, please allow the standard delivery timeframe from the date your replacement is confirmed. You will receive a new tracking number once dispatched.

Orders Not Received

If your tracking shows your order as delivered but you have not received it, please first check with your local post office and neighbours as parcels are sometimes held or left nearby. If you are still unable to locate your parcel, contact us at hello@peeties.com.au. An official non-delivery certification from your local post office or carrier may be required to process a claim.

Order Delays

If your order has not arrived and tracking shows no movement after 60 days from the shipping date, please contact us at hello@peeties.com.au and we will arrange a replacement or refund.

Order Cancellations

If you wish to cancel your order, please contact us immediately at hello@peeties.com.au. We can only cancel orders that have not yet been dispatched. Once an order is in processing or has shipped, cancellation is not possible.

🐾 Questions? Email hello@peeties.com.au — we respond within 3 business days and will always work to find a fair outcome.