Refund policy

GoldenYears Pet Co.

Last updated: 25 October 2026

At GoldenYears Pet Co., we want you and your furry companions to feel confident and comfortable with every purchase.

If something isn't quite right, we're here to help.

Faulty, damaged or not as described
If your item arrives faulty, damaged, or not as described, you’re entitled to a repair, replacement or refund under the Australian Consumer Law. Please email us at hello@goldenyearspet.store within 30 days of delivery and include:

  • Your order number
  • Clear photos or a short video of the item and its packaging
  • A short description of the problem
  • For sizing issues, a photo showing how you measured

Please keep the item until we’ve been in touch. Don’t post anything back before we’ve agreed to it, because we’ll tell you if a return is needed and where to send it. Items sent back without approval can’t be refunded.

Wrong item or missing parts
If you received the wrong item, colour or size, or something is missing, email us with your order number and photos and we’ll make it right.

Order hasn’t arrived
If your order hasn’t arrived within [20] business days of being placed, contact us with your order number and we’ll investigate with the carrier. If it’s lost, we’ll offer a replacement or a full refund.

If tracking shows your parcel as delivered but you haven’t received it, please check around your property and with neighbours, and contact Australia Post. Then email us, and we may ask for written confirmation from Australia Post.

Change of mind
We don’t offer returns or refunds for change of mind, so please check sizes and details before ordering. If you’re unsure which product suits your pet, message us first and we’ll help.

Incorrect address or unclaimed parcels
Please check your delivery address at checkout. If a parcel is returned because the address was incorrect or incomplete, or it wasn’t collected, we can’t refund the order.

Cancelling an order
Please contact us within [24 hours] of ordering. We can cancel an order that hasn’t been processed, but once it’s with the warehouse we can’t guarantee cancellation.

Refunds
Approved refunds go back to your original payment method. Please allow [5-10] business days for the money to appear.

Your rights
Nothing in this policy limits your rights under the Australian Consumer Law, which can’t be excluded.