Returns & Refunds Policy

Our Commitment

We want you to be completely satisfied. If something isn't right, we're here to make it right.

Return Eligibility

30-Day Change of Mind Returns

- Timeframe: 30 days from delivery
- Condition: Unused, original packaging, all tags attached
- Exceptions: Safety-certified products must be unopened for hygiene/certification
- Proof: Order number required

Faulty or Incorrect Items (90 Days)

- Timeframe: 90 days from delivery
- Condition: Manufacturing defects or wrong item shipped
- Resolution: Full refund or replacement at our cost

Safety Product Considerations

Safety-certified products (gates, harnesses, car accessories) cannot be returned if opened—this compromises safety certification. Verify fit before opening.

Return Process

Step 1: Initiate
Email returns@globalshopco.com with: order number, item(s), reason, photos (if faulty).

Step 2: Authorization
We'll email Return Authorization (RA) number and instructions within 1 business day.

Step 3: Package
- Include all packaging, accessories, documentation
- Write RA number on package exterior
- Use trackable shipping

Step 4: Ship
Send to:
Shopify Global Returns  
PO Box 1234  
Sydney NSW 2000  
Australia

Refund Information

Methods & Timing

- Credit/Debit Card: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 3-5 business days

Shipping Cost Refunds

- Faulty/Incorrect: Full refund including original + return shipping
- Change of Mind: Original shipping not refunded; return shipping at customer expense
- Free Shipping Orders: If return drops total below $100, $9.95 deducted from refund

Partial Refunds May Apply If:

- Missing original packaging: up to 20% deduction
- Signs of use (non-safety): up to 50% deduction
- Missing accessories/docs: value deducted

Exchanges

Size/Color Exchanges (Non-Safety)

1. Initiate return
2. Place new order for desired item
3. We refund return shipping once processed

Safety Products

Exchanges follow return process. Place new order for correct item.

Non-Returnable Items

- Opened safety-certified products
- Used pet beds/bedding, travel bowls, feeding accessories
- Personal care items (hygiene)
- Gift cards
- Custom/personalized items
- Final sale items (marked)

Warranty Claims

Manufacturer warranties apply beyond our return period. Contact manufacturer directly or email us to facilitate.

Consumer Rights (ACL)

This policy supplements, not limits, your Australian Consumer Law rights. You're entitled to replacement/refund for major failures and compensation for foreseeable loss/damage.

Contact

Email: returns@globalshopco.com  
Phone: +61 2 8000 0000 (Mon-Fri, 9am-5pm AEST)

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*Last updated: August 2026*