OUR RETURNS POLICY
Whilst every effort is made to make descriptions as accurate as possible, errors may unintentionally occur. In the case of an error made by Mouser Pet Supplies we will attempt to rectify this at no extra cost to you.
You can cancel orders anytime before dispatch. If you wish to return an order, you will be required to pay the return shipping cost, also there will be a $10 + GST restocking fee. Return request has to be received 14 days after orders were received, products returned need to be unused and intact.
If you would like to make a return, please get in touch with us first. Send an email describing the problem to: email@example.com, Include your order number and the item/s to be returned - we'll assess, and will advise next steps.
The following relates to both standard and drop-shipped orders.
Goods returned are subject to the following criteria:
- All goods returned must be in new, unopened condition with all seals intact.
- Used, damaged or soiled returns will not be accepted
- Customers are responsible for postage costs associated with returning goods
- Mouser Pet Supplies accepts no responsibility for loss or damage caused during return transit.
- All returns will be processed minus a restocking fee of $10+GST
A credit or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
Please notify Mouser Pet Supplies within 5 business days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, we ask you to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the return process.
Once assessed and approved by our customer service team, you will be contacted to proceed with the return. Please do not attempt to return an item without our approval. We will issue you with confirmation that will include an address for shipping.
Please do not return items by COD or Return to Sender - contact us before you return anything. Any items returned to sender for any reason (including refusal, wrong address and unclaimed) will be refunded minus the postage plus a restocking fee of $10.
If a product has been deemed to be damaged or defective on arrival, we (or our local distributor / manufacturer, if applicable) will replace a product or product part as deemed appropriate.
The warranty is voided where damage to the product is caused by reason other than the manufacturer's defects, accident, misuse, improper use, abuse, faulty operation contrary to recommended usage, transportation damage or when product has been tampered, altered, modified, converted, repaired or serviced other than by us or when this warranty has been tampered, amended and also on cosmetic damages, wear n' tear, damage to accessories.
No toy is indestructible, as a retailer, if your customer is unhappy with their purchase, you will need to manage the retrun based on your policies. If used, we cannot accept a change of mind return.
Making changes and cancelling an order
Please take care when placing orders. Orders are processed in real time by a 3rd party so that we can get them to you accurately and quickly. If you need to change your order, please let our team know.
We use couriers for business deliveries and drop-shipped orders direct to your customers. For customers in Sydney, We use both couriers and out in-house drivers to deliver orders.
Please note that couriers do not ship to Po Boxes or Parcel Lockers.
Any items that are marked with an Authority to Leave will be left in a safe place if there is no one to sign for it. Unfortunately we cannot accept responsibility for items that go missing or if there is an Authority to Leave.
Thanks for cooperation.