Refund policy
30-day returns
Not happy with your order? You can return it within 30 days of delivery for a refund or exchange. Items must be unused, in their original packaging and returned with proof of purchase.
Laser-engraved tags are made to order with your pet's details, so we can't accept change-of-mind returns on them. If an engraved tag arrives faulty or with an error we made, we'll remake it free of charge.
How to return an item
- Email info@findmypet.au with your order number and the item(s) you'd like to return.
- We'll reply with the return address and instructions.
- Pack the item securely and send it back using a tracked service. We recommend keeping your receipt until the return is complete.
Items sent back without first contacting us can't be accepted.
Refunds
Once we receive and check your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5 business days. Your bank or card provider may take a few extra days to show the credit.
For change-of-mind returns, the original shipping charge and the cost of sending the item back are not refunded.
Faulty items and our 36-month warranty
Every Find My Pet tracker is covered by a 36-month warranty from the date of delivery. If a product is faulty, damaged in transit or not as described, contact us and we'll repair, replace or refund it, and we'll cover the return postage. Please include photos of the issue to help us sort it out quickly.
The warranty doesn't cover normal wear and tear, damage from misuse or accidents, or the CR2032 battery, which is a consumable part.
Exchanges
Need a different collar size or colour? Email us within 30 days of delivery and we'll arrange an exchange.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights, or your rights under the New Zealand Consumer Guarantees Act 1993.
Questions
Email info@findmypet.au or call us on 0800 585 426 (Australia) or 0800 585 426 (New Zealand).