Refund policy

Refunds
Refunds for Products
Refund requests must be made within 14 days after receipt of your products.

 

Once the products have been returned, our team will send an email confirming the receipt of the products. The Team will then notify the Client with a separate email with either the approval or rejection of the Refund request. 

 

Refunds will be processed within 7 working days from confirmation. Should a Client not receive funds within 7 working days, we recommend each client to check with their bank/credit card company as there may be bank processing delays before your refund is officially processed. If the issue persists, please contact our team petpeacecremation@gmail.com.

Pet Peace Group accept refund requests for products sold on our Site for any of the following reasons:

  • The product is faulty; 
  • The product is not fit for its intended purpose; or
  • The product does not match description.

 

Refunds for Services

Pet Peace Group provide refunds for services sold on our Site as follows:

  • The services will be 85% refunded if the services are cancelled at least 24 hours before the services were scheduled to be provided; or
  • The services will be 50% refunded if the services are cancelled less than 24 hours before the services were scheduled to be provided.

Refunds do not apply to following circumstances:

  • Change of mind;
  • Digital products including but not limited to final viewing recordings and digital ink paw prints;
  • Being more than half an hour late for the appointment, or failing to show up without notifying us on the same day. 
  • The animal has been cremated;
  • We have collected the animal outside of office hours; or
  • The same day delivery of pet ashes and part of the items purchased has been completed.

 

Returns
Returns can be made in person at the following location(s): At our store.

 

Pet Peace Group will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  • Personalized or customized items (for example, but not limited to, engraving or knitting).

 

These products can still be returned if they are faulty or do not match the description.

 

Other Returns

Pet Peace Group will accept product returns and provide you with refund or repair where:

  • The product is faulty or is not of acceptable quality; 
  • The product is not fit for its intended purpose; or 
  • The product does not match the sample or our description; and
  • You can present your receipt or other adequate proof of purchase.

 

Pet Peace Group may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Pet Peace Group reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect. 

 

Products presented for repair may be replaced by refurbished products of the same type rather than being repaired. Refurbished parts may be used to repair products.

 

Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence, should be addressed to our Pet Peace Customer Service team using the ‘Contact us’ option on the Pet Peace website (www.petpeace.au).