Refund policy

Returns and refunds

Last updated: 25 October 2026

Need help with an order? Contact PetNourish at unwindingworlds.channel@gmail.com or use our contact form. Include your order number and a description of the issue.

Faulty, damaged, incorrect or missing items

Please contact us promptly so we can investigate and arrange an appropriate repair, replacement or refund. Photos can help, where practical. Stop using an item if it appears unsafe. You do not need the original packaging to request a remedy for a faulty product.

PetNourish is responsible for helping you resolve the problem. We will provide return instructions when a return is needed and cover or reimburse reasonable return postage for a confirmed fault, damaged delivery or incorrect item.

Change-of-mind returns

You may request a change-of-mind return within 14 days of delivery. The item must be unused, unwashed, in its original packaging and include all parts. For hygiene reasons, bowls, lick mats and other feeding items that have been used or come into contact with food or a pet are not eligible for change-of-mind returns. This restriction does not apply to faulty items or your legal rights.

Contact us before sending anything back. We will provide the correct return address and any required label. Please do not send returns to the address on the parcel or directly to a manufacturer without instructions. For an approved change-of-mind return, you pay return postage; any label charge will be disclosed before you agree. Original delivery charges are not refunded for change of mind, except where required by law. We do not charge a restocking fee.

Refunds and exchanges

We will notify you after assessing your return. Approved refunds are issued to your original payment method, normally within 10 business days of approval. Your bank may need additional time to display the credit. Contact us if it has not appeared after that time. For a different size or item, request a return first; we will explain the available options.

Cancellations and address changes

Contact us as soon as possible. We will try to help, but orders already being processed or dispatched may not be changeable or cancellable. If cancellation is no longer possible, the applicable return rights remain available.

Your consumer rights

Nothing in this policy limits rights that cannot be excluded under applicable law, including the Australian Consumer Law. Where that law applies, a major product failure entitles you to choose a refund or replacement, and other remedies may apply. Our 14-day change-of-mind window and hygiene conditions do not limit remedies for faulty, unsafe or misdescribed goods. Supplier return deadlines do not override your rights against PetNourish.