Refund policy

This policy covers two separate things: our voluntary 60-day change-of-mind guarantee, and your rights for faulty or not-as-described items under the Australian Consumer Law. They work differently, so we've set them out separately below.

Our 60-Day Change-of-Mind Guarantee
Changed your mind? You have 60 days from the date your order is delivered to return eligible items for a refund of the product price, provided the conditions below are met. This is a voluntary guarantee we choose to offer — it is not a legal cooling-off right. No statutory cooling-off period applies to online retail purchases in Australia. This guarantee is separate from, and in addition to, your rights under the Australian Consumer Law (see “Faulty or not-as-described items” below).

To qualify for a change-of-mind return, all of the following must be met:

  • You request a return authorisation from us at support@petride.com.au before sending anything back. Anything posted back without an approved authorisation can't be accepted.
  • The item is unused and in original, resaleable condition, with all original packaging, tags and accessories intact and attached.
  • You provide proof of purchase (your order number or confirmation email is enough).
  • Your return reaches us within 60 days of delivery.

What you get back: a refund of the product price only, to your original payment method, once we've received and inspected the returned item.

What isn't covered for change-of-mind returns:

  • Return postage is paid by you. We don't cover the cost of sending an item back to us for a change of mind.
  • Shipping is non-refundable. Any original or outbound shipping cost is not refunded.
  • Excluded items — see “Exceptions / non-returnable items” below, including sale, clearance and discounted items, and gift cards.

Exceptions / non-returnable items
A few things just can't come back to us: perishables (think food, flowers, or plants), custom-made gear (like special orders or personalised pieces), and personal care goods (such as beauty products). We also can't take returns on hazardous materials, flammable liquids, or gases. If you're not sure about your particular item, give us a shout and we'll let you know.

Sorry, but sale items and gift cards can't be returned for change of mind either.

Gift cards
Gift cards are non-refundable and can't be returned or exchanged for cash for a change of mind. Gift cards are valid for 3 years from the date of purchase and carry no post-purchase fees. (If a gift card itself doesn't work, your consumer guarantee rights still apply.)

Faulty or not-as-described items — your consumer guarantee rights
Separate from our change-of-mind guarantee, you have automatic rights under the Australian Consumer Law that we can't exclude, limit or modify. These apply to every product we sell, including sale and clearance items.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, unsafe, not as described, or not fit for a purpose we agreed to:

  • Major failure (for example, it's unsafe, or significantly different from what you ordered): you choose a refund or a replacement, plus compensation for any other reasonably foreseeable loss.
  • Minor failure (something we can readily fix): we'll repair, replace or refund — we'll repair it within a reasonable time, and if we can't, you can choose a replacement or refund.

These rights apply for a reasonable time based on the nature and price of the product and are not limited to 60 days. For faulty items we cover return postage, and for large or heavy items we'll arrange and pay for collection. No restocking fee, deduction for use, or change-of-mind condition applies to a consumer-guarantee claim. Just contact us with your order number and we'll sort it out.

Damages and issues
Give your order a quick once-over the moment it arrives, and get in touch with us straight away if anything's faulty, damaged, or just plain wrong, so we can take a look and sort it out quick smart.

Refunds
Once your return arrives and we've inspected it, we'll let you know whether it's approved. Approved refunds go back to your original payment method, usually within 5–10 business days of approval. Your bank or card provider may take a little longer to post it on their end. If it's been more than 15 business days since we approved your refund and you're still waiting, email us at support@petride.com.au.

How to start a return
Email us at support@petride.com.au with your order number and we'll let you know the next steps. Please don't send anything back before you've heard from us.

Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts or modifies the consumer guarantees or any right or remedy you have under the Australian Consumer Law. To the extent of any inconsistency, the Australian Consumer Law prevails.

Last updated: 14 June 2026.