- Catch member since May 2017
- Seller rating
- Approved online Catch seller since May 2017
We’re a 100% Australian, family owned and operated business, built on humble beginnings in regional Victoria.
PETstock was born in 2002, 11 years after the Young family took ownership of Ballarat Produce in 1991. Brothers David and Shane built the business on family values and a passion for pets; the ingredients of the PETstock DNA.
PETstock people are industry experts. We know, because we’ve found them specifically and continue to train them to be their best. We understand that you’re not shopping for your dog, cat, bird, fish or lizard…you’re shopping for your best buddy, your family member.
We’re proud to provide our customers with good old fashioned customer service. The kind you just don’t seem to get as often these days. When you visit PETstock, you know you’re not just going to get the best quality pet care products, services and advice; you’re going to be treated as part of the family, and that’s our PETstock promise.
We want you to be completely satisfied with every item that you purchase from petstock.com.au. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL). When to return a product? You are entitled to a refund, replacement or credit from PETstock when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product: Is faulty or of unacceptable quality Does not match the description or sample Is unfit for the intended purpose (i.e. does not do what it is meant to do) Is not delivered in a reasonable time frame And proof or purchase must be provided (proof of purchase details are outlined above) This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods). Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member's club transaction history or online purchase transaction history. PETstock will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must: Be returned within 28 days of purchase Be in a re-saleable condition (original condition) The unwanted product must be returned to us either via post. PETstock Online treats all ‘change of mind' transactions as a refund; you are then able to place another order in your own time for a replacement product through Catch. If you wish to exchange your change of mind item, it must be directly returned to our warehouse. How do I return a product purchased online? Items purchased from our Catch store can only be returned via post to our Online Warehouse. If you would like to post the item back to our Online Warehouse, please contact our PETstock Online customer service team to assist with organising the best method of shipping for your return directly via your Catch Account. Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item, change of mind etc). Who pays for the return of my purchase? PETstock will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see ‘When to return a product' above), provided they are returned to us using the recommended shipping method (as discussed with a PETstock Online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item. For any ‘change of mind' returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment. Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. PETstock cannot be responsible for any items damaged or lost during return transit. How long will my refund take? Please allow 7 business days for the return to be processed after your item arrives at our Online Warehouse. Need to return an item now? Contact us via your Catch Account.