At Petcasa , we want you to be confident in every purchase. Please read our return and refund guidelines carefully.
Return & Refund :
If you are not completely satisfied with your order, you may request a refund within 7 days of receiving your product.
Please note that refunds do not apply to specific products, sale items, or items marked as non-refundable. Please choose these products carefully before purchasing.
After the 7-day return period, refunds will no longer be available. However, we may offer an exchange for another item of the same value, subject to approval and product condition. Please refer to the Exchanges section below for more information.
All returned items must be unused, in their original condition, and returned with their original packaging.
Returns that are received in unsatisfactory condition, or items lost during the return process, will not be accepted. Customers are responsible for return shipping, and we recommend using a trackable shipping method.
Once the returned products have arrived at our office, we will inspect them and process any approved refund within 14 business days.
EXCHANGES:
If you would like to exchange an item, please email sales@chairsrus.com.au to start the exchange process.
To be eligible for an exchange, the item must follow the same return conditions stated above. It must be unused, in its original condition, and returned with its original packaging.
Once we receive your exchange request, we will provide an exchange/returns form for you to complete.
After we receive the completed form and returned item, please allow up to 5 business days for processing. Delivery of the replacement item may take a further 3–7 business days.
Customers are responsible for return shipping and handling charges for exchanges. However, we will send the approved replacement item to you free of charge.
Please note that Petcasa does not process or dispatch orders on public holidays. Orders will be processed on the next business day.
If you require the replacement item urgently, we recommend placing a new order to avoid stock availability issues and delivery delays.
WHAT IS THE PROCESS FOR RETURNS AND EXCHANGES?
For orders delivered within Australia, we accept returns and exchanges for change of mind on products purchased online within 7 days from the date of receipt or at any time if products are faulty. Please return the item as per below:
1. Email sales@chairsrus.com.au to receive the exchange/return form
2. Re-pack your items in their original box with all packaging (exactly as you received them).
3. Please send back to the attached to the return form
For orders delivered outside of Australia where the product may be faulty or we have not delivered what you ordered, please contact our Email via email at sales@chairsrus.com.au where you will be advised of the return process.
It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to Petcasa office.
WHO PAYS FOR SHIPPING RETURNS?
The purchaser pays the cost of return charges to Petcasa however, Petcasa will send out the replacement/exchange item, free of charge.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your items have been received by Petcasa please allow up to 14 business days for your refund to be processed back to your account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund.