Return Policy

Returns Terms & Conditions

We accept returns of products within 30 days of the sale date for any reason. Items returned after 30 days may not qualify for a refund, or may incur an extra 25% restocking fee. 

If your product is damaged or not as described on our website, we will gladly exchange it for an alternative or issue a refund. In these cases, return shipping will be arranged at our expense. 

In cases of 'Change of Mind' returns (eg wrong size or colour has been selected), we will accept returns as long as the item purchased is in a re-saleable condition, meaning it is undamaged, new, unused, unopened and has all original packaging and tags in-tact. The return postage will need to be paid by the buyer and the original delivery charge will be deducted from the refund amount.

The original delivery charge is the amount charged to Modern Pets by the carrier eg. Australia Post for shipping the item from our warehouse to your location and varies for each order depending on the volumetric weight of the parcel and the shipping location. With products over $29, the shipping fees are built into the price of the item so delivery charges will be deducted from all returned orders due to Change of Mind or Incorrect Sizing, even those with free shipping, and will often exceed any shipping fee charged to the customer by Modern Pets at the time of purchase. No additional re-stocking fees or surcharge will be deducted from ‘Change of Mind’ returns.

For dog collars, we highly recommend customers to measure the neck size of your dog before purchasing any collar and when it arrives, try it on your pet prior to removing the green product tag.

Prior to returning any item, please contact us at customercare@modernpet.com.au to check if the product is eligible for return and to obtain return delivery instructions. Kindly quote your full name and order number within the subject header of your email to ensure a prompt response to your query.

For certain products we must adhere to the manufacturer's own return policy. Please read below:

Litter Robot

The Automatic Litter Robot III Open Air is backed by the product supplier's 90-Day Money-Back Guarantee and 18-Month Warranty. Please read here for full terms and conditions.

Made by Pen (Dog Room)

Made By Pen does not issue refunds unless required by law. Exchanges can be made within 14 business days of receiving the goods. We can exchange for other items or a credit note of the same value of the piece being exchanged. We strongly recommend that all exchanges posted have a tracking number. We do not take responsibility for any exchanges that go missing or lost during postage. Please follow these steps to exchange your item/s:

1. The item/s may be returned only if in its original condition and saleable. You’ll be emailed a Credit Voucher for the same value of the item/s being returned, valid for a year, that can be used in our online store.
2. Please note that we cannot offer exchanges on sale items unless faulty.

ID Pet (Personalised Products)

• Items that are deemed faulty or incorrect to what were ordered can be returned for a full refund or exchange within 14 days.
• We will not return or exchange items due to incorrect size choice, change of mind or if washing instructions have not been followed. As items are custom made prior to checking out please ensure that correct spelling, design and size have been chosen.

Warranty Claims

All Modern Pets products come with a 1 Year Warranty so you can shop with complete piece of mind.

Modern Pets will at our discretion repair or replace any product with a manufacturing or materials fault for the duration of 1 year from purchase date.

Warranty does not apply if:

• Damage caused by incorrect assembly, inappropriate cleaning products used, misuse, abuse or neglect and failure to follow recommended maintenance guidelines
• Normal wear and tear
• Rips, wearing, pilling, creasing, stains or fading of upholstered products
• Fading or discolouration caused by excessive exposure to direct sunlight
• Products not used for intended purposes of domestic use
• The product have been tampered or modified with in any way
• Products chewed or scratched by pets
• Force Majeure
• Product is sold or given to a third-party

Toys

No toy is indestructive. Always supervise your dog when using a toy of any kind. Inspect toys regularly for damage and remove and replace if broken, or if parts become separated, as serious injury may result.

Damaged Or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to info@modernpet.com.au, include your order number and name, and we will work with you to resolve the issue.

Colours

Whilst every endeavor has been made to accurately reproduce colors, there may be minor variations in color of the actual product because of the nature of the manufacturing process, fabric dyes etc. and differences in display output due to lighting and digital photography and color settings and capabilities of monitors. Whilst the images are deemed accurate, it is to be viewed as a guide only.