Refunds and Exchange

We at Pets Love Zone understand that just like us, our pets can also be at time moody, cranky or grumpy and may refuse to eat. The reason could be the weather, health condition or simply the taste of the food. Hence we give you the benefit fo 100% return or exchange*.


*Return/ Exchange: 

Consumable items (only Dry Food)

Dry Food^ come with 100% money back guarantee only for medical reasons or in case the pet doesn't like the taste and completely refuse to eat. For any medical conditions it is advised to buy the products as prescribed or suggested by the vet. However the money will be refunded on presenting a medical certificate but the return shipping cost need to be paid by the customer.

^ excludes dog treats. ziwipeak products and medium/large bags.

Non Consumable items

Any wrong size item bought can be returned for an exchange or store credit with 6 months expiry. All you need to do is inform the store immediately within 24 hrs. via email (This email address is being protected from spambots. You need JavaScript enabled to view it.) and return the product within 7 days time as per the direction given in the response. The return shipping expense if any need to be borne by the customer. Any tag/ label should not be removed from the product and it should be returned in resalable condition. Once the product has returned to store and it has been inspected, store credit will be applied excluding shipping cost.


Cancelling Order

If you have placed an order by mistake and would like us to cancel and refund the amount, please bear in mind that the fee charged by Paypal to process transaction is non refundable. For direct credit card payments its 1.75% of the order amount + 30 cents and for Paypal account users who login with their paypal and make payment its 2.6% of the order amount + 30 cents. Please ensure you pay attention at the checkout for total cost including shipping to avoid this fee.


Shipment Cost

We work with multiple couriers and also Australia Post to provide you the best possible shipment cost which is visible at the checkout. Customer is able to see all available options based on the order weight and address they have entered. We are unable to offer refund on shipment cost if a mistake is made. If you believe that right shipment cost is not seen due to system error, please take a screenshot and email to This email address is being protected from spambots. You need JavaScript enabled to view it. to investigate. Should you choose to proceed in error or by choice, refund is not available. However, we can consider sending an item for the difference which is avaiable in store. 


Damaged item received

 If the product is received in a damaged condition the customer needs to inform within 24 hrs. of receiving the product/s. Please keep the item in the same condition along with it original box and/or packaging for collection. 


Different item received

If the product (non food item/s) received is different to what was ordered online then the customer needs to inform immediately with the proof of purchase, online order number and photos of the product for an exchange to be processed before arranging a freight to return the goods.


Guarantee/ Warranty

Products listed as indestructible or comes with manufacturer warranty; if anything goes wrong within the warranty period the customer needs to inform immediately with proof of purchase, online order number and photos to arrange an exchange. Please note that this kind of exchange will be done through manufacturer which can take 2-4 weeks time or even longer. However any damages caused to the product by pet behavior like chewing, biting etc. will be excluded and will not be exchanged.


Products sold will only be replaced or store credit will be given to the customer provided with 6 months expiry. No refunds apply to this section. All damaged products require proof of purchase, online order number and photos of the damage. Replacement/store credit is valid only if contacted within 7 days of receiving goods or ready for collection at pickup location.


* Can’t find what you are looking for? Call us or write in to us and we will find it for you at an unbeatable price.