Refund policy

Last updated: 27 August 2026

At StellarPetSupplies, we want you to receive the product you ordered in good condition and as described.

This Return & Refund Policy explains when returns, refunds, replacements and other remedies are available.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

1. Change of Mind

StellarPetSupplies does not accept returns, exchanges or refunds for change of mind.

This includes where you:

  • no longer want or need the product;

  • change your mind after placing or receiving your order;

  • find the product cheaper elsewhere;

  • decide you do not like the product;

  • select the incorrect colour, style, model or variation; or

  • select an incorrect size where accurate sizing information and measurements were provided before purchase.

Please review all product information, measurements, sizing guides and order details carefully before completing your purchase.

This change-of-mind policy does not affect any rights you may have under the Australian Consumer Law where there is a problem with the product.

2. Faulty, Defective, Damaged or Incorrect Products

If a product you receive is:

  • faulty or defective;

  • damaged when delivered;

  • unsafe;

  • significantly different from its description;

  • materially different from the product you ordered;

  • the incorrect product or variation; or

  • otherwise not compliant with an applicable consumer guarantee,

please contact us at support@stellarpetsupplies.com.au.

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a repair, replacement, refund or other remedy.

Your rights under the Australian Consumer Law apply regardless of whether the product was dispatched directly by StellarPetSupplies or by a third-party supplier or fulfilment partner on our behalf.

3. Australian Consumer Law

Products sold by StellarPetSupplies are subject to consumer guarantees under the Australian Consumer Law that cannot be excluded by this policy.

Among other things, products must be of acceptable quality, be reasonably fit for their intended purpose, match their description and comply with other applicable consumer guarantees.

Where a product has a major failure, you may be entitled to choose between a refund or replacement in accordance with the Australian Consumer Law.

Where a failure is not major, we are entitled to provide an appropriate remedy in accordance with the Australian Consumer Law. If the problem cannot be remedied within a reasonable time, further rights may apply.

Nothing in this policy is intended to limit these statutory rights.

4. Incorrect Size or Product Selection

Please carefully check applicable sizing charts, measurements, dimensions, compatibility information and product variations before placing an order.

We do not accept returns where you selected an incorrect size, colour, style, model or variation and the information provided on the relevant product page was accurate.

For pet clothing, harnesses, collars and similar products, we strongly recommend measuring your pet and comparing those measurements with the relevant sizing guide before ordering.

However, if the product you receive materially differs from the sizing, measurements, specifications or description advertised when you purchased it, please contact us. Your rights under the Australian Consumer Law may apply.

5. How to Report a Problem

If you believe there is a problem with your order, please contact us at:

Email: support@stellarpetsupplies.com.au

Please include, where reasonably available:

  • your order number;

  • the name of the affected product;

  • a description of the problem;

  • photographs clearly showing the product and the issue; and

  • photographs of the parcel and packaging if the product arrived damaged.

For issues that cannot reasonably be demonstrated through photographs, we may request a short video or further information to help us assess the problem.

Providing this information can help us investigate and resolve your claim more efficiently.

We may reasonably assess or inspect a product before determining which remedy applies.

These requests do not limit your rights under the Australian Consumer Law.

6. When to Contact Us

Please contact us as soon as reasonably possible after discovering a problem with a product.

We do not impose a fixed number of days in which you must make a claim for a faulty product where doing so would limit your rights under the Australian Consumer Law.

Consumer guarantees may continue to apply for a reasonable period having regard to matters such as the type of product, its price, how it would reasonably be expected to be used and the nature of the problem.

7. Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from StellarPetSupplies.

This may include your:

  • order confirmation;

  • order number;

  • receipt;

  • payment record; or

  • other reasonable evidence of purchase.

An original paper receipt is not required where another reasonable form of proof of purchase is available.

8. Returning a Product

Please contact us before sending a product back so that we can assess the issue and provide the appropriate return instructions and return address where a return is required.

Because StellarPetSupplies uses third-party suppliers and fulfilment partners, the appropriate return address may differ depending on the product.

Do not return a product to the address shown on the original parcel or send it directly to a manufacturer or supplier unless we specifically instruct you to do so.

Sending a product to an unauthorised or incorrect address may delay the processing of your return.

In some circumstances, a physical return may not be necessary and we may be able to resolve the matter using photographs, video or other appropriate evidence.

9. Return Shipping Costs for Faulty Products

Return shipping costs for products that fail to meet an applicable consumer guarantee will be handled in accordance with the Australian Consumer Law.

For products that can reasonably be posted or returned, we may ask you to return the product for assessment.

If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse any reasonable return postage or transportation costs you were required to pay.

Please retain receipts or other evidence of any return shipping costs.

Where a faulty product is large, heavy or otherwise difficult to return, we will arrange or pay for collection or return transportation where required by law.

We recommend contacting us before arranging return shipping so that unnecessary or unreasonable return costs can be avoided.

10. Products That Do Not Qualify for a Remedy

Subject to your rights under the Australian Consumer Law, we are generally not required to provide a return, replacement or refund where:

  • you simply changed your mind;

  • you found the product cheaper elsewhere;

  • you decided you no longer like or need the product;

  • you selected the incorrect size, colour, style or variation despite accurate information being provided;

  • the product was damaged through misuse, neglect, improper handling or use contrary to supplied instructions;

  • the problem resulted from normal wear and tear rather than a defect;

  • you altered, modified or damaged the product after receiving it; or

  • you were informed of a particular defect before purchasing the product and your claim relates solely to that disclosed defect.

This does not prevent you from seeking a remedy for a different problem with the product that is covered by the Australian Consumer Law.

11. Sale and Promotional Items

Products purchased during a sale, promotion or with a discount code are subject to the same Australian Consumer Law protections as products purchased at full price.

We do not offer change-of-mind returns for sale or promotional products, consistent with our general change-of-mind policy.

However, a product being discounted or on sale does not remove your rights where it fails to meet an applicable consumer guarantee.

12. Refunds

Where you are entitled to a refund, we will process the refund using the same form of payment used for the original purchase, unless you agree to another method.

The time taken for the refunded amount to appear in your account after we process it may depend on your bank, card issuer or payment provider.

Where applicable, refunds and associated costs will be provided in accordance with your rights under the Australian Consumer Law.

We will not substitute store credit for a refund you are legally entitled to receive unless you choose to accept store credit instead.

13. Replacements

Where a replacement is appropriate, we will arrange for an eligible replacement product to be supplied.

If an appropriate replacement is unavailable, we will provide another remedy where required under the Australian Consumer Law.

Any replacement product remains subject to applicable consumer guarantees.

14. Missing or Incorrect Items

If your order arrives with an item missing or you receive a product different from the one you ordered, please contact us at support@stellarpetsupplies.com.au.

Please provide your order number and, where reasonably possible, photographs of the products and packaging you received.

Once we have assessed the issue, we will arrange an appropriate remedy, which may include supplying the missing or correct product or providing a refund where appropriate.

15. Orders Arriving in Separate Parcels

Because some StellarPetSupplies products are fulfilled by different third-party suppliers or fulfilment facilities, products from the same order may occasionally be shipped and delivered in separate parcels.

If only part of your order has arrived, please check any tracking information provided to you before reporting an item as missing.

If all expected deliveries have been completed and an item remains missing, please contact us so that we can investigate.

16. Damaged Packaging

Damage to external shipping packaging alone does not necessarily mean that the product itself is defective or damaged.

If the outer packaging arrives damaged, please inspect the product carefully.

If the product itself is damaged or affected, contact us and retain the packaging where reasonably possible until the issue has been assessed.

17. Order Cancellations and Changes

Orders may begin processing shortly after they are placed.

If you need to request a change or cancellation, please contact us as soon as possible. We will attempt to accommodate your request where the order has not yet entered fulfilment, but we cannot guarantee that an order can be changed or cancelled once processing has begun.

A request to cancel an order solely because you changed your mind is subject to our change-of-mind policy.

Nothing in this section limits any right you may have to cancel an order or receive a remedy under applicable law.

18. Third-Party Suppliers and Fulfilment

Some products sold by StellarPetSupplies may be stored, packaged or dispatched on our behalf by third-party suppliers or fulfilment partners, including suppliers located outside Australia.

This does not remove StellarPetSupplies' obligations to you as the retailer from which you purchased the product.

If there is a problem with a product purchased from StellarPetSupplies, please contact StellarPetSupplies directly rather than attempting to resolve the matter with the manufacturer, supplier or shipping provider unless we instruct you otherwise.

We may communicate with our supplier, manufacturer or fulfilment partner as part of investigating or resolving your claim.

19. Manufacturer Warranties

Some products may also be covered by a manufacturer's warranty or another voluntary warranty.

Any such warranty is additional to, and does not replace or restrict, your rights under the Australian Consumer Law.

You may contact us about your rights as the purchaser even where a manufacturer or supplier is involved.

20. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes to our business practices, products or applicable laws.

The latest version will be published on our website with the updated date shown at the top of this policy.

Changes to this policy do not remove any rights that applied to a purchase under applicable law at the time of purchase.

21. Contact Us

If you have any questions about a return, refund, replacement or product issue, please contact:

StellarPetSupplies
Email: support@stellarpetsupplies.com.au

When contacting us about an existing order, please include your order number so that we can assist you as efficiently as possible.