Refund policy

At Hills Pet Mates, your pet’s happiness comes first. If something isn’t right, we’ll do our best to make it right — simple and hassle-free.

We believe in fair and reasonable solutions. If you're ever unhappy with a purchase, please contact us and we'll work with you to find the best outcome.

🔁 Change of Mind Returns

If you change your mind, we may offer a refund or exchange provided:

  • The item is unused and unopened
  • The item is in its original packaging
  • The request is made within 30 days of purchase
  • Proof of purchase is provided

Please Note:

  • Return shipping costs for change-of-mind returns are the responsibility of the customer.
  • This 30-day return policy applies to change-of-mind returns only and does not limit your rights under Australian Consumer Law.
  • For approved change-of-mind returns, Hills Pet Mates may offer a refund, exchange, or store credit at its discretion.

🐶 “Happy Pets Guarantee”

We understand that pets can be picky!

If your pet doesn’t like a food product you purchased from us:

  • The Happy Pets Guarantee is available once per customer per product type and applies only to selected food products at Hills Pet Mates' discretion.

    The original product must be at least 75% full and accompanied by proof of purchase.

👉 Our goal is simple: Your Local Store for Happy Pets

📦 Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

  • We ask that you contact us within 48 hours of delivery where possible so we can investigate and resolve the issue promptly.

  • We will assess the issue and, where appropriate under Australian Consumer Law, provide a replacement, repair, store credit, or refund.

  • In most cases, no return is required for damaged items

🚫 Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used products 

  • Perishable, refrigerated or frozen pet food products unless required under Australian Consumer Law.

  • Clearance or final sale items

🚚 Return Process

To initiate a return:

  1. Contact us at support@hillspetmates.com.au with your order details.

  2. We’ll guide you through the next steps.

  3. Return shipping may apply unless the item is faulty or incorrect.

  4. Returns must be approved by Hills Pet Mates before items are sent back.

💳 Refund Processing

Approved refunds will be processed to the original payment method within 5–10 business days unless an exchange or store credit has been agreed.

❌ Right to Refuse Returns

Hills Pet Mates reserves the right to refuse a return where the item does not meet the conditions outlined in this policy.

⚖️ Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy does not limit or exclude any rights you may have under Australian Consumer Law.

💬 Need Help?

Can’t find what you’re looking for?

We're here to help — because every pet deserves the best. 🐾
Reach out to us anytime at support@hillspetmates.com.au

Hills Pet Mates
Australian Owned | Your Local Store for Happy Pets