Refund Policy

SHIPPING & RETURNS

1. Refund requests must be made within 14 days of delivery date. After 14 days from

delivery date you must contact Naturalpetshop Customer Service to determine the best course

of action. Naturalpetshop will not issue refunds for products purchased through other entities,

such as distributors or retail partners. Defective units are covered under Naturalpetshop’s oneyear

limited warranty policy will be replaced at Naturalpetshop’s cost. See “Returning Products

Under Warranty,” below, for information on warranty returns.



2. A copy of the Naturalpetshop credit card purchase receipt, and a copy of the original

Naturalpetshop invoice may be requested prior to Naturalpetshop Customer Service issuing a Return

Authorization.



3. Unit must be in like-new condition and returned in original packaging with all original

accessories, literature and other components. Naturalpetshop reserves the right to reject any

refund request if the product is received damaged or if any accessories, literature or

other original components are missing.



4. A Return Authorization (RA) number must be obtained prior to returning the product;

to request an RA number, please email [email protected], and provide the

following information:

Name

Address

Phone

Reason for Refund

Date of Purchase

Unit Serial Number

Order ID



5. Upon written receipt of the RA number, send product to:

Naturalpetshop

Attention: Non-Warranty Returns Department

RA #[RA number]

485 Hammond Rd, Dandenong South VIC 3175, Australia



6. Please mark with the RA number on the outside of the package.



7. A copy of the Naturalpetshop credit card or paypal purchase receipt, and a copy of the original

Naturalpetshop invoice, should be placed inside the return package so that it is easily visible.



8. Products received without an RA number and the required documentation as

specified above may not be accepted or processed for return.



9. Products received that do not meet the above return criteria may be returned to the

customer via ground shipment.



10. You may be responsible for shipping costs for returning the product to Naturalpetshop’s

485 Hammond Rd, Dandenong South warehouse. Product should be shipped so that it can be tracked and/or

insured; Naturalpetshop is not responsible for products lost or damaged during return shipment.



11. Returns may be subjected to a 10% restocking fee. Shipping charges may be nonrefundable.



12. Funds will be credited within 5 days of receipt of returned product pending

qualification and subject to above criteria.