Refunds and Returns
PetWave offers a hassle-free return and refund policy. Simply contact us at to customercare@petwave.com.au, and we can discuss the situation and determine the best course of action.
Non-live and non-frozen products
For most non-live and non-frozen products, you may return any unopened products in their original condition, including intact packaging within 7 days of receipt and we will quickly give you a refund, less shipping and handling. It is important to note that no credits or refunds can be given without first communicating with PetWave so that we can issue you with the correct return address. Please contact us to customercare@petwave.com.au.
Livestock and frozen products
Due to the delicate nature of some PetWave products, as well as our commitment to our livestock’s health and safety, we are unable to accept returns of livestock (including live fish, live insects, live aquatic plants and frozen products). Please make your selections carefully.
Missing or Damaged orders
Please note that shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised. In the unlikely event that your order arrives damaged, worse for wear or missing items, please take a photo of it in the original packaging and send it with your name and invoice number to customercare@petwave.com.au within 24 hours and we will work with you to resolve the issue.
If you have any questions please contact us today at customercare@petwave.com.au.
