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Returns & Refunds


Returns Policy

We endeavour to make your experience with Pet Chemist a positive one and deliver the best possible service to our customers. As such, we have a fair returns policy to deal with situations where the products you ordered were not what you expected, not in the expected condition, or your order was not accepted by Pet Chemist.

Please note that except where your order was not accepted by Pet Chemist, no credits or refunds for products supplied can be given without first speaking with a Pet Chemist representative. We must issue you a return number and return address before you can send back any items. If you send back any items without the correct address and return number, a refund may not be able to be given.

Returns Terms & Conditions

Our returns policy lasts 14 days from the date the tracking confirms it has been delivered to you.

We accept returns for up to 14 days from the date of delivery, providing it is unopened and in original condition (including packaging). For these purchases you can return your order for store credit.

You can return your order for a refund if the item is faulty, not fit for the intended purpose or not as pictured on the website. Items returned after 14 days from the date of delivery may not qualify for a refund, or may incur an extra restocking fee.

To be eligible for a return:

  • You must request the return less than 14 days after the tracking confirms it has been delivered to you, and
  • The returned item must be unused, in the same condition that you received it and in the original packaging.

Certain products cannot be returned to Pet Chemist, including:

  • Prescription medication (see below for more information),
  • Perishable products,
  • Products that need to be stored at air conditioning temperatures (under 25°C), and
  • Products that are marked on our website as "non-returnable".

How to Return Product/s

If you believe you are eligible for a return, then please reply email us at to discuss the nature of your return. Please include the following details in your return request:

  • The order number,
  • The name the order was placed under,
  • The date the order was placed, and
  • The products you would like to return (including quantity).

There are certain situations where only partial refunds may be granted, including any item not in its original condition, is damaged or missing parts for reasons not due to our error and any item that is returned more than 14 days after purchase.

Refunds & Store Credit

Once your return is received and inspected, we will send you an email to notify you that your returned item has been received. We will also notify you of the approval or rejection of your refund request. If you are approved, then your refund will be processed, and a credit will automatically be applied to your account with Pet Chemist, your credit card or to your original method of payment (e.g. PayPal or bank transfer), within 5 business days days.

The refund will be net of any return and outbound postage charges incurred by Pet Chemist Online as a result of delivering and returning your order.

The customer is responsible for the cost of an item's return, unless there was an error on our behalf.

Returns of Prescription Medication

Several types of goods that either we sell or which are supplied by the dispensing pharmacist are either cannot be returned or are not legally allowed to be returned, including some health and personal care items. Prescription and other medications cannot be returned in compliance with state legislation.

By law prescription medication cannot be re-sold after they have left the pharmacy premises. As such, refunds are not available for unused medicines once they have been supplied by the pharmacist and dispatched. Please take this into consideration when deciding on the quantity of medication to order, as orders of medication cannot be cancelled once they have been supplied by the pharmacist and dispatched.

Late or Missing Refunds

If you haven’t received a refund within 5 business days, first check with your bank, credit card company or PayPal, it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund, then please contact us at

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at


You should return your product only as directed by Pet Chemist Online. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.