Pet Control HQ

Sold and delivered by Pet Control HQ (ABN 45 169 591 315)

Contact Seller

To enquire about an existing order, please contact the Seller via the Order History in your Account dashboard.

Delivery

We know you’ll be keen to receive your order as quickly as possible.

All items come with free standard shipping included.

We pack every order carefully to ensure it reaches you in good condition.

Your order will be sent through Australia Post. All consignments are tracked.

For multiple item orders we will combine the orders where possible when posting your items to you.

If you have any questions about delivery, please contact us and we will do our best to make sure you’re happy.

Delivery Timeframes

We understand how important it is to you to receive your item(s) promptly and in good condition. We will ship all items purchased in 1 business day. In most cases you will receive your goods quickly but please allow up to 10 working days for them to arrive. Once in transit the actual delivery time is subject to Australia Post.

In Case of Any Problems

If there is any problem with your item or purchase whatsoever or you require technical assistance, please contact us and we will endeavour to resolve it.

During business hours we aim to respond within a few hours.

If you send us a message late in the day, after hours, over the weekend, or on a public holiday, we will reply as soon as we can on the next business day.

Product Representations

All pictures displayed in our auctions are for illustration purposes only and should be used as a guide. All descriptions are provided to the best of our knowledge as supplied by the manufacturer. While all care is taken, any errors or omissions in the item details are unintentional.

Pet Control HQ shall not be held liable for any accidental, consequential, incidental or indirect damages of any kind (including without limitation, damages for loss of business, etc.) arising out of the use or of the inability to use items supplied by us.

Returns

We understand that you might need to return something to us for a number of reasons. Please contact us before sending anything back.

Items must be returned to us via tracked postage or courier. Without a verifiable tracking number, you accept full risk of the item not reaching us. Returns not received by us will not qualify for replacement or refund.

1. You changed your mind

We offer a 30 day return policy for change of mind. That means if you are not satisfied with your purchase, you are welcome to return it to us up to 30 days after you received it for your choice of exchange or full refund, excluding original delivery costs.

All returned items must be in brand new, unused condition, in their original shipped packaging, and include all parts and accessories. Where returned items are not received by us in brand new condition, we will offer you a partial refund based on the condition of the returned item.

Return shipping costs are non‐refundable. For exchanges, we will cover the cost of sending a replacement product back to you.

2. The item arrived damaged or missing parts

All orders leave our warehouse in brand new undamaged condition. If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and reimburse you for any return shipping costs you incur to return the item to us. Please send us a copy of the receipt for any shipping costs you incur.

All claims for damaged items must be made within 2 business days of receiving your order. It is important that you open your order as soon as you get it, and notify us immediately if there is any damage.

Please take photographs of any damage and contact us before sending the item back, as we need to report damage to our insurer, delivery courier and warehouse.

3. The item is faulty

Please refer to our Warranty Section

Warranty

We do offer a 1 year product warranty on all our items.* All products are quality checked and tested during manufacture, prior to packaging and prior to dispatch. In the unlikely event your product develops a fault due to normal use, we will repair or replace the item for you.

*This warranty does not cover transit damage or damage caused by mishandling, misuse, accidental damage, wear and tear or damage caused by Act of God.

Our customer service team is committed to resolving any warranty issues. If your product arrives damaged or defective, please contact us within seven (7) business days so that we can resolve the issue promptly for you.

Our products have a return-to-base warranty, which means the buyer is responsible for all shipping costs to and from our service centre, for any repairs or replacement parts. We cannot accept unpaid deliveries or COD. Pet Control HQ will return the repaired item to you with the return shipping charges prepaid.

Warranties are valid from the date you purchased the item.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.