Refund policy

Return

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you wish to return an order, please follow the below steps:

1. Contact us at team@mouserpets.com
2. You will need to arrange your own shipping.
3. There will be a 5% + GST restocking fee.
4. Items sent back to us without first requesting a return will not be accepted. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive wrong items, so that we can evaluate the issue and make it right. All reports must be made within 2 business days after the date of reception, no claim will be accepted after 2 business days.

Short dated

Return of short dated products are welcome if the products have a shelf live less than 6 months from the date of purchase. Customers need to arrange their own shipping back to us, restocking fee will not apply in this case. Please advise us within 7 days of receipt.

Any product that has a shelf live over 6 months are not eligible for return or refund.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as pet food, treats),toys, custom products (such as special orders or personalized items), etc. We also do not accept returns for 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

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 10 business days have passed since we’ve approved your return, please contact us at team@mouserpets.com.    

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 5%+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 3 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.

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 and the restocking fee of 5% + GST.

Warranty Claims

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.

Return and refund policies are subject to change without notice. Thanks for cooperation.