Refund and Returns Policy

At In2Pet, customer satisfaction is important to us.

Our Returns and Refund Policy aims to offer clarity and support while respecting the integrity of our product offerings. This policy applies to all purchases made through In2Pet.com.au.

Order Cancellation

1. Orders can be canceled before they have been picked and shipped. To cancel, provide:
   ○ Proof of purchase.
   ○ Proof of identity.
2. If the cancellation is successful, a refund will be issued in accordance with our refund terms.
3. If an order cannot be stopped after shipping, the customer will need to return the product(s) under our returns terms.
4. An administration fee may be charged for processing cancellations to cover related costs.

Return to Sender (RTS) Fees

1. If a package is marked “Return to Sender” due to incorrect or incomplete addresses, failed delivery attempts, or failure to respond to carrier contact attempts:
   ○ An RTS fee equivalent to the original shipping cost will apply.
   ○ A redelivery fee will also be charged.
2. Alternatively, you may request a refund with a 25% restocking fee plus the RTS fee deducted.

Faulty Items and Warranties

1. Warranty duration is stated on the product listing. If you encounter:
   ○ Dead on Arrival (DOA) products.
   ○ Items shipped in error.
2. You are eligible for a replacement or refund. Ensure contact is made within 10 calendar days of delivery.
3. Items must be returned in their original packaging with all accessories, manuals, and documentation intact.
4. Customized or personalized products are non-returnable unless they are DOA.
5. Products found without fault will be returned at the customer’s expense.

Non-Returnable Items
The following items are non-returnable:

● Gift cards or pre-paid cards.
● Digital content (e.g., downloads, software).
● Consumable items (e.g., batteries).
● Opened or used products that compromise hygiene (e.g., healthcare items).
● Products with missing serial numbers, accessories, or packaging.
● Products damaged due to misuse or improper handling.

Change of Mind
All sales are final. Returns for change of mind are not accepted.

Refund Policy
Refunds will be issued if goods:

1. Are not of merchantable quality.
2. Are not fit for purpose.
3. Do not match their description or sample.
   To qualify, customers must:
   ● Notify us within 10 calendar days of delivery.
   ● Return products with original packaging, proof of purchase, and valid photo ID.
   All refunds are issued as store credit unless otherwise specified.

Restocking Fees

1. A 25% restocking fee applies to returns unless the fault lies with In2Pet.
2. Shipping costs are non-refundable.

Damaged, Lost, or Missing Products

1. Any shipping damage, shortages, or lost packages must be reported within 5
   calendar days of delivery.
2. In2Pet will assist with courier investigations, but no refunds will be issued
   during this time.
3. Missing products must be reported within 2 calendar days of delivery and may
   require photos for claim processing.

Shipping and Packaging Returns

1. Customers are responsible for return shipping costs, including adequate insurance for
   lost or damaged packages during transit.
2. Use the original box or proper protective packaging for returns. Damaged or
   improperly packed items may result in additional fees.

For questions, please contact us via info@in2pet.com.au or our customer support
hotline. We appreciate your understanding and cooperation.

Giuseppe Domenico Coletta
Mobile. 0493 466 018