Returns Policy
At Critter's Cause, we want you and your pets to be completely satisfied with every purchase. As a dropshipping retailer, we work directly with trusted suppliers to ensure quality products reach you efficiently.
Return Window
• Unopened Items: 14 days from delivery date
• Damaged in Transit: 7 days from delivery date
• Wrong Item Shipped: 30 days from delivery date
• Defective Products: Subject to manufacturer warranty terms
Eligible Returns
We Accept Returns For:
• Unopened items only - in original packaging with all tags/seals intact
• Items damaged during shipping (within 7 days)
• Items received in error (wrong product shipped)
• Products that don't match our website description
Items We Cannot Accept:
• Any opened items (unless damaged in transit or wrong item shipped)
• Opened food, treats, or supplements
• Personalized or customized items
• Items damaged by normal pet use
• Products without original packaging, tags, or seals
• Items returned after 30 days
Important: Opened Items Policy
We do not accept returns on opened items.This policy exists because:
• Pet health and safety - opened items cannot be resold for hygiene reasons
• Product integrity - we cannot verify the condition of used products
• Quality assurance - opened items may have been contaminated or altered
Defective Products & Manufacturer Warranty
All defective products are subject to manufacturer warranty terms.
If you receive a defective product:
• Contact us first - we'll guide you through the warranty process
• Manufacturer handles defects - warranty claims go directly to the product manufacturer
• We facilitate the process - we'll provide manufacturer contact details and warranty information
• Warranty periods vary - typically 12-24 months depending on product type
• Keep proof of purchase - your order confirmation serves as warranty proof
What We Cover vs. Manufacturer Warranty:
• We handle: Items damaged in shipping, wrong items sent, unopened returns
• Manufacturer handles: Product defects, malfunctions, quality issues after use
Return Process
Step 1: Contact Us First
Email admin@critterscause.com.au before returning anything.
Include:
• Order number
• Product name and reason for return
• Photos (if item is damaged in transit)
• Confirmation that item is unopened
Step 2: Return Authorization
We'll assess your request and provide a Return Authorization Number within 24-48 hours if eligible.
For Defective Products: We'll provide manufacturer warranty information and contact details.
Step 3: Package & Ship
• Include Return Authorization Number on package
• Use original packaging and include all accessories
• Ship to address provided in return instructions
• Customer pays return shipping (unless item damaged in transit)
Step 4: Processing
• Returns inspected within 5-7 business days of receipt
• Refunds issued to original payment method
• Processing time: 3-5 business days for credit cards
Refund Policy
Full Refunds:
• Items damaged during shipping (including return shipping costs)
• Items shipped in error
• Unopened products in original condition
No Refunds:
• Opened items
• Defective products (covered by manufacturer warranty)
• Items without Return Authorization Number
• Products damaged by pet use
• Items returned outside 30-day window
Non-Refundable Costs:
• Original shipping charges (unless item damaged in transit)
• Return shipping costs (unless item damaged in transit)
Damaged in Transit
If you receive a damaged product:
• Contact us within 7 days of delivery
• Keep all packaging - we may need photos for shipping claims
• Priority processing - shipping damage gets expedited handling
Before You Order - Important Reminders
• Check product descriptions carefully - all sales are final once opened
• Verify sizes and specifications - we cannot accept returns for sizing mistakes
• Contact us with questions - we're happy to help before you purchase
• Review warranty information - understand manufacturer coverage for defects
• Consider your pet's needs - ensure products are suitable before opening
Manufacturer Warranty Information
When you purchase from Critter's Cause:
• Warranty cards included - when provided by manufacturer
• Digital warranty tracking - we maintain records of your purchase date
• Manufacturer contact assistance - we'll help connect you with the right support
• Proof of purchase - your order confirmation serves as warranty documentation
Warranty terms vary by manufacturer and product type. Specific warranty information is available on individual product pages.
Our Dropshipping Commitment
As a dropshipping retailer, we strive for:
• Quality Control: Carefully select suppliers with proven track records
• Warranty Facilitation: Help you navigate manufacturer warranty processes
• Transparency: Clear about our business model and policies
Contact Information
Returns Department:
Email: admin@critterscause.com.au
Important: Always contact us before returning any item. Unauthorized returns will not be processed.
Our Mission Continues
Every purchase you make supports our commitment to donate 50% of profits to animal charities and environmental causes. By maintaining clear, fair policies that work within industry standards, we can continue this mission while ensuring quality products and proper support reach you and your pets.