Returns Policy

Returns Policy

When purchasing online, it needs to be safe.  Here at Pet Squad Wellness Centre trading as PetWell® (PetWell®), we want to ensure your online experience is a positive one. We are committed to delivering the best items to our customers, however, every now and then things can go wrong.  The following policy will help us resolve any such issue.

A PetWell® representative must be contacted before returning goods. We can only offer refunds when the item has been returned according to the returns policy noted below. Please do not return items without prior approval from PetWell®. You can contact us at

Returns for personalised items

We do not offer returns unless the product is faulty. 

We have a quality assurance program in place to ensure no faulty product leaves our warehouse.  Every item is checked and packed with care prior to posting. 

Wear and tear whilst in use by the customer’s pet is not considered faulty.

Returns Terms & Conditions

If you wish to return personalised merchandise due to faulty product, please contact us via email within 7 days of delivery. For these purchases, you can return your order for exchange or store credit.

If you received a damaged shipment or product, please email photos of the damaged item to, include your invoice number and name, and we will work with you to resolve the issue.  The following will apply;

  • Contact us via to obtain acceptance of a return
  • We do not cover the return postage.
  • We recommend using registered post so that your parcel is not lost in transit.
  • All returned goods are the responsibility of the customer until they reach us.
  • We will not refund or exchange any items that have been lost in transit.

Treats, supplements, oils, treats or any edible items must be unopened due to strict health policies. Please make your selections carefully.  For these purchases, you can return your order for exchange or store credit.

The customer is responsible for the cost of an item’s return unless there was an error on our behalf.

If you require further information about our refunds policy please see our Terms of Use.