We endeavour to make your Pet Guardians experience a positive one and deliver the best possible service to you, our customer. However, if for some reason things don't happen quite as planned, we have a hassle free returns policy and a dedicated team to make everything right. Simply contact us and we can discuss the situation and determine the best course of action. Pet Guardians offer a 7 day money-back guarantee (less shipping costs and excluding all prescription medication) provided the goods are returned in a saleable condition and are unused, in the original undamaged box including all original packing and inclusions. We reserve the right to charge a restocking fee of AUD$10 or 15% (whichever is the greater) and replacement cost; or refuse the return of items that are returned incomplete or damaged in any way. The purchaser is required to pay all shipping costs incurred in returning items to Pet Guardians except in instances where the goods arrived faulty or the incorrect product was shipped by Pet Guardians. To arrange for the return of any item please contact us to obtain your Return Authorisation and to obtain the return shipping address. No responsibility will be taken for goods returned without a Return Authorisation. Return Authorisation will only be issued where contact is made within 7 days of receipt of the item from Pet Guardians. All goods returned to Pet Guardians will be inspected upon their return and in the case of faulty products, a replacement product will be sent at the expense of Pet Guardians or a refund issued to the customer’s payment method according to the customers instructions. In the case of non-faulty goods returned to Pet Guardians, we reserve the right to deduct the standard restocking fee from any refund issued, or to return the goods to the customer at the customer’s expense. Please note: Prescription medication can not be returned in compliance with state legislation.