Returns & Refunds

30-Day Returns

We accept returns on unopened, unused products within 30 days of receipt. To be eligible for a return, the product must be in its original, factory-sealed packaging and in the same condition you received it.

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part or a faulty product.

Faulty or Damaged Products

If you receive a product that is faulty, damaged, or not as described, we will replace it or issue a full refund including any return shipping costs. Please contact us within 7 days of receiving the product and include photos of the damage or fault.

Customs-Returned Orders

In the rare event that your parcel is returned by customs authorities, we will refund the full product cost. Original shipping fees are non-refundable for customs-returned orders. If you purchased shipping protection at checkout, your shipping costs may also be covered under that policy.

Please contact us within 30 days of your order date if your parcel has been returned by customs.

How to Request a Return

To request a return or report a problem with your order, please contact us at hello@outbackpetsupply.com with your order number and a description of the issue. We will respond within 24 hours (AEST business days) with instructions.

Refund Processing

Once we receive and inspect the returned item (or confirm a customs return), we will notify you of the approval or rejection of your refund. Approved refunds are processed to your original payment method within 5 to 10 business days. Your bank or payment provider may take additional time to post the refund.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on products that have been opened, partially used, or had their packaging tampered with. This applies to all veterinary medications and health products.

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