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Warranties & Returns

Customer Guarantee

We want you to be comfortable with the products you purchase from us and that's why we will give you a 12 month warranty on anything you buy from our online store (except for food and consumables). This warranty covers you for damaged or faulty items in which case we will offer you a replacement item. In the event of receiving a damaged or faulty item please contact our friendly staff at the Gold Coast Pet Centre as soon as possible to arrange the return and replacement of the item.

Palatability Guarantee

Our super premium dog and cat foods are guaranteed to be so tasty to your cat or dog that we will back it up with a palatability guarantee. If your dog or cat tries one of our super premium foods and doesn't like it we will happily exchange it for a different brand or give you your money back! (If your dog or cat doesn't like the food then Gold Coast Pet Centre staff must be notified within 3 days of purchase of the food. We cannot refund or exchange the food without the original packaging or if there is less than 75% of the food left in the bag)

Changed your mind?

If you purchase and receive a product and change your mind about it, no problem! We will happily return the item for store credit or exchange the product. Any freight costs associated with a return are at the buyer's expense.

Oops! Wrong product

If you order a product and we accidentally send you the wrong item we will organise the return of the item, we will send you the correct item and you will be reimbursed for the freight costs for the exchange.

The returns process

In the event that you have a damaged or faulty product that may need to be returned please contact our friendly staff at the Gold Coast Pet Centre (You must receive confirmation from our staff prior to returning the item)

If you have received confirmation that you can return a product please package the product according to the freight or courier company's specifications (Gold Coast Pet Centre will not be held responsible for any further damage or loss of product during transit due to inadequate packaging and such damage voids any existing warranty coverage on the product)

The returned item must be in original packaging in pristine condition with all seals intact. Any used, damaged or soiled items will be returned to the customer at the customer's expense. Gold Coast Pet Centre will accept no responsibility for damage or loss of product during transit.

Please include within your return the following:

  • The faulty or damaged product
  • Copy of the product receipt (please keep the original receipt for your records)
  • Description of the damage or fault to the item (this highlights any possible faults and reduces delays in processing the return)
  • Your contact information including name, return address and contact phone number

Freight Charges associated with returns

If you need to return a product for any reason the associated freight costs are covered by you, the customer regardless of the fault or reason for return. We will not accept any products that are shipped as C.O.D (Cash on Delivery) and any products sent this way will be rejected which results in delays to your return.

In the event that a product is returned to us where we have sent the incorrect item you will be required to pay the freight costs, however you will be offered credit or a refund to reimburse you for the costs of freight.

Order Cancellations

If you would like to cancel an order that you have placed please phone our friendly staff to arrange the cancellation. If the order has already been shipped we may be able to recall the order however, any costs associated with freight cannot be reimbursed.