Refund policy
Refund & Return Policy – PetsVille Village
Last updated: 13/08/2025
At PetsVille Village, we value our customers and aim to provide a positive shopping experience. If for any reason you are not fully satisfied with your purchase, we are here to help.
Eligibility for Returns
You may request a return within 30 days of receiving your order.
For UK customers, under the Consumer Contracts Regulations, you have the legal right to cancel your order within 14 days of receiving your items, even if you simply change your mind.
To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them.
Certain items, such as perishable goods, custom products, or personal care items for pets, cannot be returned for hygiene and safety reasons.
How to Request a Return
Contact us at support@petsvillevillage.com with:
Your order number
A description of the issue
Photos (if applicable)
Our team will review your request and provide return instructions.
Once approved, ship the product back using the return address provided.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed within 5–10 business days to your original payment method.
Shipping costs are non-refundable unless the return is due to our error or a defective product.
For UK customers, refunds will include the original product price and the cost of standard delivery (express shipping is non-refundable).
Exchanges
We replace items only if they are defective, damaged, or incorrect.
If you need to exchange an item, please contact us at support@petsvillevillage.com.
Non-Returnable Items
Gift cards
Sale items (unless defective or damaged)
Personalized or custom orders
Perishable pet treats or food
Damaged or Incorrect Orders
If you receive a damaged or incorrect item, please contact us within 7 days of delivery with photos of the product and packaging. We will arrange for a replacement or refund at no additional cost to you.
Contact & Support
For return inquiries, please contact us:
Email: support@petsvillevillage.com
Hours: Monday – Friday, 9:00 AM – 6:00 PM (AEST)
For more information, please see our:
