Refund policy

Refund & Returns Policy

Protcl Pets Pty Ltd Last updated: March 2026

1. Our 60-Day Money Back Guarantee

We stand behind K9-20. If you are not completely satisfied with your purchase for any reason, you can request a full refund within 60 days of your order date — no questions asked.

To request a refund under our guarantee, contact us at support@protclpets.com.au with your order number. We will review your request and respond within 2 business days. Whether a physical return is required will be assessed on a case-by-case basis and confirmed at the time of your request. You will not be disadvantaged by this process.

2. Refund Options

Where a refund is approved, we will offer you the choice of:

  • A full refund to your original payment method
  • An exchange or replacement product

Refunds to your original payment method are processed within 5–10 business days of approval. Processing times may vary depending on your bank or payment provider.

3. Faulty, Damaged or Incorrect Orders

If your order arrives damaged, is faulty, or is not what you ordered, please contact us at support@protclpets.com.au within 14 days of receiving your order. Include your order number and a photo of the issue where possible.

In these cases we will offer you a full refund, replacement, or exchange at no cost to you. Return shipping (if required) will be covered by Protcl Pets.

4. Change of Mind Returns

If you change your mind outside of our 60-day guarantee window, we are unable to offer a refund or exchange. Within the 60-day window, our money back guarantee applies regardless of reason — see Section 1.

If a physical return is required for a change of mind request, return shipping costs are the responsibility of the customer. We will confirm this at the time of your request before you are required to send anything back.

5. Subscription Orders

Refund and return requests for subscription orders follow the same policy as one-off orders. Each dispatched order is treated individually — the 60-day window applies from the date that specific order was delivered.

Cancelling a subscription does not automatically trigger a refund for any order already dispatched. If you wish to cancel and also request a refund on a recent order, please contact us and we will handle both together.

6. How to Request a Refund or Return

  1. Email support@protclpets.com.au with your order number and reason for your request
  2. We will respond within 2 business days with next steps
  3. If a return is required, we will provide a return address and advise on shipping
  4. Once assessed, your refund or replacement will be processed promptly

Please do not return any product without contacting us first, as unrequested returns may not be accepted.

7. Australian Consumer Law

Our 60-day money back guarantee is offered in addition to, and does not limit, your rights under the Australian Consumer Law (ACL). If a product is faulty, unsafe, not as described, or fails to meet a consumer guarantee, you may be entitled to a remedy regardless of the timeframe above.

For major failures under the ACL, you are entitled to a replacement or refund. For minor failures, we are entitled to choose between a repair, replacement, or refund.

8. Contact

For all refund and return enquiries:

Protcl Pets Pty Ltd Email: support@protclpets.com.au Website: protclpets.com.au

That rounds out your four core store policies — T&Cs, Privacy, Shipping, and Refunds. A few things worth doing before you publish all four:

  • Add all four to your Shopify footer as individual pages — Shopify flags missing policy pages at the store review stage
  • Link your Refund Policy at checkout — Shopify has a dedicated field for this in Settings > Policies
  • Revisit the shipping carrier details in the Shipping Policy once locked in
  • Legal review across all four before going live, particularly the ACL sections and subscription billing terms