Our Refund and Returns Policy

Refund and Returns Policy

At East Coast Pet Supplies, we want you to have the best shopping experience with us, online and in store.

We have made a simple returns and refunds policy, and encourage you to reach out to us if you have any questions or concerns before or after placing your order, you can contact us on (61) 0448 973 969 or orders@eastcoastpetsupplies.com.au. 

Refund Policy

We have a 14-day return policy which means you have 14 days after receiving your item to request a return or exchange.  If you wish to return your order, we require you to return any items within 7 days from when you notified us of wishing to return your order. 

Returns and exchanges are at your own cost.  Please obtain proof of posting as we cannot be held responsible for packages lost on return to us.  You can also physically return your items to our store.  If you return part or the entire order for exchange via post, we will not refund the original shipping charge however, we will ship the replacement goods to you without additional charge. 

To be eligible for a return, your item must be in the same condition that you received it, unused, in their original packaging and in a resaleable condition.  You will also need the original receipt or proof of purchase.

To request a return, you can contact us at orders@eastcoastpetsupplies.com.au or (61) 0448 973 969.

All goods can be returned to the following address by post or in person at

East Coast Pet Supplies

Campus Tech Park

Unit 9, 17-19 University Dr

Meadowbrook QLD 4131

Damages and issues

Please inspect your order upon receiving and contact us immediately if the item is broken, faulty or if you have received the wrong item.

Please contact us at orders@eastcoastpetsupplies.com.au or (61) 0448 973 969 immediately, so that we can evaluate the issue and find a solution.

Exceptions and non-returnable items

Certain types of items cannot be returned, including perishable goods (such as food or plants), custom products (such as special orders or personalised items), and personal care goods (such as sanitation products).  We also do not accept returns of hazardous materials, flammable liquids, or gases.  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 Exchanges

Alternatively, should any goods be unsuitable, we are happy to exchange them or offer a store credit.  Should you wish to return any goods for exchange, refund or store credit, you must contact us by email or phone and we can work with you to decide the solution for the item.

Food Returns

We are able to have dog/cat food returned to us if the pet does not like it or if the food is deemed unsuitable for your pet by a vet.  However, the food must be returned either unopened or with no less than 3/4 of the bag or item full.  If you would like to swap for another brand of food however, we are able to repost with no additional shipping fee.  Should you fail to return such goods to us in accordance with the returns policy, we may arrange for the item’s retun to you, and we will charge you any reasonable expenses incurred in our doing so.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

By visiting this page on our website: www.eastcoastpetsupplies.com.au/contact/

By sending us an email: orders@eastcoastpetsupplies.com.au