Refund policy

Return & Refund Policy

We want you and your pet to love what you buy from Pet Utopia. If something isn't right, we're here to help.

Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item has a major problem, you can choose a refund or replacement. If the problem is minor, we may choose to repair, replace or refund. Nothing in this policy limits those rights.

Faulty, damaged or incorrect items
If your item arrives faulty, damaged or not as described, please contact us within 14 days of delivery with:
- your order number
- a short description of the problem
- photos of the item and packaging
We'll arrange a replacement or refund at no cost to you, including any return shipping.

Change of mind
We accept change-of-mind returns within 30 days of delivery if the item is:
- unused, unwashed and in its original packaging with tags attached
- not on the non-returnable list below
Return shipping for change-of-mind returns is paid by you. Original shipping costs are not refunded.

Items we can't accept for change of mind
For hygiene and safety reasons, we can't accept change-of-mind returns on:
- opened supplements, treats, chews or other consumable products
- opened grooming and care products (for example sprays and conditioners)
- used beds, bedding, collars, leads, harnesses or toys
- poop bags once the packaging is opened
This does not affect your rights if an item is faulty.

How to return an item
1. Contact us first at www.vitopiapets.com/pages/contact with your order number and the item you want to return.
2. Because our products ship directly from our partner suppliers, we'll send you the correct return address and instructions. Please don't send items back to the address on the parcel without contacting us, as we may not be able to process it.
3. Pack the item securely and use a tracked postage service. Keep your receipt until your refund is processed.

Refunds
Once the returned item is received and checked, we'll email you to confirm. Approved refunds are made to your original payment method within 5–10 business days. Your bank may take a few extra days to show the refund.

Exchanges
The fastest way to get a different size or product is to return the original item and place a new order.

Cancellations
If you need to cancel an order, contact us as soon as possible. We can cancel and fully refund orders that haven't been dispatched yet. Once dispatched, the change-of-mind terms above apply.

Questions?
Contact us any time at www.vitopiapets.com/pages/contact