Returns & Refunds

# 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*