Returns and Refunds Policy

Your legal rights, and our change of mind window.

Effective: 28 October 2026

Version: 1.5

We want you and your pet to be happy with what you buy.

This policy has two parts. Part 1 covers your rights under the Australian Consumer Law. Part 2 covers change of mind returns, which we offer on top of the law.

Part 2 never reduces Part 1.

Part 1: Your rights under the Australian Consumer Law

Products sold on BoneAppetit come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, unsafe, not as described, or does not do what it is supposed to do, you are entitled to a remedy.

If the problem is major, you choose the remedy. You can ask for a refund, a replacement, or compensation for the drop in value.

If the problem is minor, the seller will repair, replace or refund within a reasonable time. We manage that process with the seller for you.

What this means in practice

There is no fixed cut off. Consumer guarantees last for a period that is reasonable for the product and its price.

You do not need the original packaging.

Opened pet food and treats can still be returned if there is a problem with them.
If the product was your whole order, the delivery charge you paid is refunded too. If it was part of a larger order, the part of the delivery charge that relates to it is refunded.
We do not charge a restocking fee.
You do not pay to return a faulty product. We cover the return postage and send you a prepaid label.
You will never be sent off to the manufacturer. Come to us and we sort it out with the seller.

Part 2: Change of mind

The law does not require us to accept change of mind returns. We accept them anyway.

You have 14 days from delivery to ask for a change of mind return.

For a change of mind return, the product must be unopened, unused, and in its original packaging.

You pay the return postage. Once the product reaches the seller in the condition described above, the product price is refunded to your original payment method.

Products we cannot accept for change of mind

Opened pet food and treats
Hygiene items
Personalised or made to order items

If one of those products is faulty, Part 1 applies in full. Change of mind exclusions never affect your consumer guarantee rights.

How to start a return

Before you post anything back, email support@boneappetit.com.au with your order number and a short description of the problem. A photo helps if the product arrived damaged. We will confirm the return and tell you where to send it, so nothing ends up at the wrong address.

We coordinate every return with the seller on your behalf, so you deal only with us. Your product page and order confirmation show who the seller is. You do not need to contact them yourself.

We aim to acknowledge your request within two business days.

Refunds

Refunds go back to the payment method you used. Once the seller confirms the return, or a claim is approved where nothing needs to be sent back, we process your refund within five business days. Your bank usually takes a few business days to show it.

Where a consumer guarantee has not been met, we refund the product price and the delivery charge as explained in Part 1.

If you are not happy with the outcome

If we cannot resolve it, you can contact the ACCC, or the consumer protection agency in your state or territory.