Australian Shipping, Returns and Consumer Rights

Australian delivery

Free express shipping is offered on every order, with no minimum purchase. Allow 3–5 business days for processing and an estimated 5–14 business days for delivery. These are separate windows, not a guaranteed combined arrival date. Tracking is emailed after dispatch. Customs, remote addresses and busy periods may affect estimates; any applicable import duties or local taxes are the recipient’s responsibility.

Our voluntary 60-day money-back guarantee

You may request a refund within 60 days of delivery under our voluntary guarantee if the product has a manufacturing or shipping defect, or if you used it as directed and are not satisfied with the results. The guarantee does not cover change of mind, an accidental order or simply no longer needing the product, even when unopened. These conditions apply only to the voluntary guarantee and do not restrict Australian Consumer Law rights.

No return parcel under the voluntary guarantee

Do not send a parcel back without contacting us. Approved guarantee requests do not require you to ship the product back; keep or safely dispose of the remainder as advised. The current guarantee does not offer return labels or restocking, and unsolicited return parcels cannot be processed under that scheme.

Requesting assistance

Email info@puremajestypets.com with your order number and checkout email. For a guarantee request, explain the eligible reason and include a photo of a defect where possible. The shipping policy states that support replies within 24 hours. Approved guarantee refunds go to the original payment method and usually take 5–10 business days to appear.

Other voluntary-guarantee conditions

The guarantee covers product cost; original shipping and handling charges are excluded under that scheme. It is limited to one refund per customer, per household. Once dispatched, an order cannot be cancelled or redirected. Refused, unclaimed or undeliverable parcels are excluded from this voluntary guarantee. If packaging differs from website images, contact support so the details can be checked; such requests are reviewed individually. None of these conditions limits a remedy required under Australian Consumer Law.

Your Australian Consumer Law rights

Our goods come with automatic consumer guarantees under Australian Consumer Law. These rights cannot be excluded or restricted by our 60-day guarantee, its time limit, eligibility reasons, refund frequency or shipping conditions. Remedies may include repair, replacement or refund as required by law. Contact us if the goods are faulty, unsafe or do not match their description. See the ACCC explanation of consumer rights and guarantees.

Common questions