Refund policy
GOODMATE PETS RETURN AND REFUND POLICY
Last updated: 22 September 2026
Goodmate Pets is operated by Zak Michael Nosal, ABN 76 644 200 548 (we, us or our).
AUSTRALIAN CONSUMER LAW
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes any rights or remedies you may have under that law.
FAULTY, DAMAGED OR INCORRECT ITEMS
If an item arrives damaged, faulty, unsafe, materially different from its description, or you receive the wrong item, please contact us through the Contact page at goodmatepets.com as soon as reasonably possible. Include your order number, a description of the issue and, where practical, clear photographs or video so we can assess the problem promptly.
For a major problem, you are entitled to choose a refund or replacement. For a minor problem, we may provide an appropriate remedy within a reasonable time. Depending on the circumstances, other remedies may also be available under the Australian Consumer Law.
If we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs. Please keep your postage receipt. You do not need to return a faulty product in its original packaging to access your legal rights.
CHANGE-OF-MIND RETURNS
In addition to your legal rights, we accept eligible change-of-mind returns requested within 30 days after delivery. The item must be unused, unworn, unwashed, free from pet hair and odours, and returned with its original packaging and all included parts.
For health and hygiene reasons, opened grooming products, feeding products and products that have been used by an animal cannot be returned for change of mind. This restriction does not apply where the product is faulty or another remedy is required by law.
Customers are responsible for change-of-mind return postage. Original delivery charges are not refundable for a change-of-mind return. Contact us before returning an item so we can provide return instructions. Returns sent without approval may be delayed or sent to the wrong location.
REFUNDS
Approved refunds will be issued to the original payment method. After a refund is processed, your bank or payment provider may take additional time to make the funds available. We will not deduct an amount from an Australian Consumer Law refund because the product has been used.
CANCELLATIONS AND ORDER CHANGES
Contact us immediately if you need to change or cancel an order. We will try to help, but orders cannot always be changed or cancelled after they have entered processing or been dispatched. If an order has already been dispatched, the applicable return terms will apply.
LOST OR MISSING DELIVERIES
If tracking shows no movement for an unusual period or your parcel appears to be lost, contact us through the Contact page. We will investigate with the delivery provider and provide an appropriate solution where required.
HOW TO CONTACT US
Submit a request through the Contact page at https://goodmatepets.com/pages/contact. Please include your name, order number and a clear description of the issue.
Business: Goodmate Pets
Operator: Zak Michael Nosal
ABN: 76 644 200 548
Business location: Victoria, Australia