- Catch member since September 2017
- Seller rating
- Approved online Catch seller since September 2017
Lucky Pet is an independent stockist of holistic food and treats, and the best toys and interactive games your pets will ever want. As Cat & Dog Specialists, we hunt the globe for the most natural, fun, enticing and cool supplies for your family. If we stock it, you'll know that it's something we would give our pets.
We guarantee that the product you receive is without faults and can be used for the intended purpose. In cases of "change of mind" or wrong item or size has been selected, we will accept returns as long as the item purchased is in its original packaging and condition. Change of mind returns cannot be accepted if the product is no longer in brand new, resellable condition. The product will need to be returned in its original condition with all packaging and user manuals so it can be sold as new. Change-of-mind returns may incur a 10% restocking fee.
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 if it is found to be either damaged or not working correctly when it is received. Refunds are not provided for products damaged after delivery.
We request that you retain the packaging your items comes in for the duration of the warranty period so that, in the unlikely event that you will need to return an item for repair or replacement, you will have adequate packaging available to do so.
Goods returned for refund, exchange or credit must be received within 60 business days from the date of purchase and 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 and will be returned at the customer’s expense.
- Customers are responsible for postage costs associated with returning goods for refund, credit or exchange (errors excluded).
- Lucky Pet accepts no responsibility for loss or damage caused during return transit.
As per consumer law we are unable to accept returns on items such as toys and other items where health and safety regulations prevent us from being able to re-sell items. (Excluding warranty items or any cases we make an error).
A refund 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. We thank you as by co-operating with our procedure we can ensure an easy return or warranty claim process.
Returns and refunds will be processed within fourteen business days of receipt of the returned item/s. Please do not return items by COD or Return to Sender - contact us before you return anything.
Returns Policy: Your complete satisfaction is our top priority! We accept returns of packages within 60 days of the sale date. If your product is damaged or not as described we will gladly exchange it for an alternative or provide a refund. All we ask is that the product is not used or expired, is in the same condition you received it and is in the original box and/or packaging.
For all returns inquiries, send a message. Once your return is received, you will receive a refund (excluding the original and return postage), along with an email confirmation, or an exchange, as per your request.
Please allow up to 14 days from receipt of returned products for refunds to be made.
Return to Sender: Any item that is marked Return to Sender for any reason (for example, refusal at address, incorrect address or unclaimed) will be refunded upon return to our warehouse.
All Return to Sender parcels are refunded minus a return fee of $13 and any other fees incurred and original postage costs.
Please note that some larger, heavy items such as cat scratch poles and centres, and Patiolink Doors may incur a $30 RTS fee. If the RTS item is to be reposted or refunded, the Return to Sender fee is charged to the buyer on top of the original postage cost and repostage fee. All RTS orders will incur a 15% restocking fee.
Change of Mind returns: We understand, it happens to all of us from time to time. We will provide refunds for your return as long as it is in "as-new" condition, including its original internal and external packaging and user manuals. Returns will be refunded, minus the original and repostage shipping fees and may incur a 15% restocking fee. Send us a message if you're unhappy for any reason and we'll sort it out for you, easy as pie!
Making changes and cancelling an order: Please take care when placing orders. Customer service is our highest priority for the large number of orders we process every day. Unfortunately, due to the nature of our automation, we are unable to make changes or cancel orders once they are placed. 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 and we will let you know our returns process. It is important that you do not return your order via “Return to Sender” as this will incur Auspost fees that are non-refundable.