Returns & Refunds
We want you to feel confident shopping with Petsintentions. If there is an issue with your order, please contact us and we'll do our best to help.
Change of Mind
Due to the nature of our handcrafted grooming and wellness products, we generally cannot accept returns of products that have been opened, used or had their protective packaging removed for change-of-mind reasons.
If you change your mind about an unopened and unused product, please contact us before returning anything so we can confirm whether it is eligible for return.
Damaged or Faulty Products
If your product arrives damaged, faulty or unusable, please contact us as soon as possible after receiving your order.
Please provide:
Your order number
A description of the issue
Clear photographs of the product and packaging
We'll assess the issue and arrange an appropriate solution where applicable.
Incorrect Items
Received something you didn't order? Please contact us with your order number and a photo of the items received, and we'll work with you to resolve the issue.
Return Conditions
Where a change-of-mind return is accepted, the product must be unused, unopened and in its original condition and packaging.
Please do not send products back without contacting Petsintentions first.
Return Shipping
Unless the product is faulty, damaged or supplied incorrectly, customers may be responsible for the cost of returning an eligible change-of-mind item.
Original shipping charges are generally not refundable for change-of-mind returns.
Refunds
Once an approved return has been received and assessed, we'll let you know the outcome.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Reactions or Product Suitability
Every dog is different, and individual sensitivities can occur even with carefully formulated products.
We recommend following all product directions and patch testing before first use, particularly for dogs with sensitive skin.
If your dog experiences irritation, discontinue use and seek veterinary advice if symptoms persist or are concerning.
Your Rights Under Australian Consumer Law
Nothing in this policy is intended to exclude or limit any rights or remedies you may have under the Australian Consumer Law.
Consumer guarantees may apply where goods are faulty, unsafe, incorrectly described or otherwise fail to meet applicable consumer guarantees.
Need Help?
If you have a question about a return, refund, damaged item or your order, please contact us through our Contact Us page and include your order number.
Last updated: August 2026