Return Policy

Returns Terms & Conditions 

We accept returns of products within 30 days of the sale date for any reason. Items returned after 30 days may not qualify for a refund, or may incur an extra 25% restocking fee. 

If your product is damaged or not as described on our website, we will gladly exchange it for an alternative or issue a refund. In these cases, return shipping will be arranged at our expense. 

In cases of change of mind or wrong size has been selected, we will accept returns as long as the item purchased is in its original packaging and condition. The return postage will need to be paid by the buyer and the original delivery charge will be deducted from the refund amount. For dog collars, we highly recommend customers to measure the neck size of your dog before purchasing any collar and when it arrives, try it on your pet prior to removing the green product tag.

For certain products we must adhere to the manufacturer's own return policy. Please read below:

Made by Pen (Dog Room)

Made By Pen does not issue refunds unless required by law. Exchanges can be made within 14 business days of receiving the goods. We can exchange for other items or a credit note of the same value of the piece being exchanged. We strongly recommend that all exchanges posted have a tracking number. We do not take responsibility for any exchanges that go missing or lost during postage. Please follow these steps to exchange your item/s:

  1. The item/s may be returned only if in its original condition and saleable. You’ll be emailed a Credit Voucher for the same value of the item/s being returned, valid for a year, that can be used in our online store.
  2. Please note that we cannot offer exchanges on sale items unless faulty.

ID Pet (Personalised Products)

  • Items that are deemed faulty or incorrect to what were ordered can be returned for a full refund or exchange within 14 days.
  • We will not return or exchange items due to incorrect size choice, change of mind or if washing instructions have not been followed. As items are custom made prior to checking out please ensure that correct spelling, design and size have been chosen.

Personalised Items Disclaimer : Each item is custom made and therefore there can be slight variances in size and colour of design due to text differences and individual PC screen colour settings. Whilst image is deemed accurate, it is to be viewed as a guide only.

Warranty Claims

All Modern Pets products come with a 1 Year Warranty so you can shop with complete piece of mind.

Modern Pets will at our discretion repair or replace any product with a manufacturing or materials fault for the duration of 1 year from purchase date.

Warranty does not apply if:

  • Damage caused by incorrect assembly, inappropriate cleaning products used, misuse, abuse or neglect and failure to follow recommended maintenance guidelines                                                                     
  • Normal wear and tear
  • Rips, wearing, pilling, creasing, stains or fading of upholstered products
  • Fading or discolouration caused by excessive exposure to direct sunlight
  • Products not used for intended purposes of domestic use
  • The product have been tampered or modified with in any way
  • Force Majeure

    Toys

    No toy is indestructive. Always supervise your dog when using a toy of any kind. Inspect toys regularly for damage and remove and replace if broken, or if parts become separated, as serious injury may result.

    Damaged Or Faulty Items

    If you received a damaged shipment or product, please email photos of the damaged item to info@modernpet.com.au, include your order number and name, and we will work with you to resolve the issue.

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