This policy explains what happens when you cancel an order, when something is wrong with a delivery, and when you would like to send something back. It forms part of our Terms & Conditions. Nothing in it limits your rights under the Australian Consumer Law (see Section 10).
1. At a glance
2. Cancelling an order
Open the order in the Orders tab and tap Cancel. What it costs depends on how far the order has got:
| Order status | Can I cancel? | Cost |
|---|---|---|
| Order received We have your order but have not processed it yet | Yes, in the app | Free. You get a full refund. |
| Processed We have picked and packed your order, and it has not left us yet | Yes, in the app | A $5 cancellation fee covers the work of packing and restocking. The rest of your payment is refunded. |
| Dispatched or Out for delivery | No | Once it arrives you can return unopened items under Section 5. |
The app always shows you the exact fee before you confirm, and nothing is charged unless you agree. The fee is never more than the order total. We waive it if the order was held up because of us.
3. Something wrong with your order
If an item arrives damaged, is not what you ordered, is missing, or has a quality problem, open the order in the app and, on the Report an issue card, tap Request. Choose the reason, add a short note, and attach between 1 and 4 photos showing the problem (a photo is required for damaged, wrong, missing and quality issues). Please keep the item and its packaging until we have replied.
If your order has not arrived, use the same card and choose Item hasn't arrived or Delivery issue.
Please tell us soon, so we can check it while the details are fresh and put it right quickly:
| Problem | Please tell us within |
|---|---|
| Damaged, wrong or missing items | 48 hours of delivery |
| Order has not arrived | 48 hours of the expected delivery day |
| Quality problem you only notice once it is opened (for example, food that is spoiled before its best-before date) | 7 days of delivery |
If you tell us later than this, we will still look at it, and your rights under the Australian Consumer Law are not affected. A person reviews every request, usually within 1 to 2 business days. Depending on what happened, we will send a replacement, refund the affected items (and the delivery fee where the whole delivery went wrong), or issue store credit if you prefer.
5. Change-of-mind returns
If you have changed your mind, you can return products within 14 days of delivery as long as they are unopened, unused and in a condition we can resell.
- To start a return, open the order in the app, tap Request on the Report an issue card and choose Changed mind / return request or Ordered by mistake, or email hello@petdigest.com.au with your order number.
- Choose how it comes back to us:
- Send it back yourself. Post it or drop it to us at your cost. Once we approve the return we tell you where to send it, with a return reference to write on the parcel.
- We collect it. We pick it up on one of our delivery runs, and a $9.95 collection fee comes off your refund. We let you know the day.
- Once the item is back with us and checked, we refund the price of the returned items to your original payment method or as store credit. The original delivery fee is not refunded.
6. How refunds are paid
- Card refunds go back to the card or wallet (Apple Pay or Google Pay) you paid with. Your bank usually shows them within 5 to 10 business days.
- Store credit refunds appear in your account straight away. Anything you paid with store credit is refunded as store credit.
- We tell you by email and in the app when a refund or credit has been issued, and how much.
- We cannot refund to a different card, an account in someone else's name, or as cash.
7. Store credit
Store credit is valid for 12 months from the day it is issued. Your balance and expiry dates are in the app under account menu → Store credit. You choose whether to use it, and how much, at checkout. Store credit cannot be exchanged for cash or moved to another account.
8. Paws points and promo codes
- Paws points earned on an order become available 14 days after delivery. If the order is cancelled or refunded, the points from it are taken back, in full for a full refund or in proportion for a part refund.
- If you have already turned those points into store credit and spent it, we may take their value off the refund. If we do, we will tell you why and how much.
- If an order that used a promo code is fully refunded or cancelled, the code is restored so you can use it again where its rules allow.
9. Auto Delivery orders
You can skip, pause or cancel an Auto Delivery plan in the app at any time before the next order is charged. Changes are locked from 24 hours before the charge. Once an Auto Delivery order has been charged, it follows the same cancellation and refund rules as any other order.
10. Your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with a product, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply whatever this policy says, including after 14 days and to opened items.
11. Contact us
In the app: account menu → Contact us
Please include your order number. We never ask for card numbers or passwords by email.