Refund policy
REFUND AND RETURN POLICY
Petabite Pty Ltd | ABN 60 688 673 494
Last updated: 23 October 2026
1. Your Rights Under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits, excludes, or replaces any of your rights under the ACL.
Under the ACL, you are entitled to a remedy if goods you purchase from us:
• are not of acceptable quality;
• are not fit for a disclosed purpose;
• do not match the description or sample; or
• fail to meet any other consumer guarantee under the ACL.
For a major failure, you choose the remedy: a refund, a replacement, or compensation for the drop in value. For a minor failure, we may choose to repair, replace, or refund within a reasonable time.
2. Return Conditions at a Glance
| Condition | Detail |
|---|---|
| Return window | 14 days from the date of delivery |
| Return shipping | Customer is responsible for return shipping costs |
| Restocking fee | No restocking fee |
| Final sale items | No items are marked as final sale |
| Item condition | Must be unopened and in original, resellable condition |
Note: The above conditions apply to change-of-mind returns only. If your product is damaged, faulty, or does not match its description, your rights under the ACL apply regardless of these conditions (see Section 3). Our 14 Day Cat Acceptance Guarantee has separate terms (see Section 7).
3. Damaged, Faulty, or Incorrect Orders (ACL Remedy)
If your order arrives damaged, leaking, faulty, or incorrect, you are entitled to a remedy under the ACL. Please contact us as soon as practicable with:
• your order number;
• clear photos of the damage or issue (outer carton and inner bags); and
• a brief description of the problem.
Contact: info@petabite.com.au
We will review the information and arrange a replacement, store credit, or refund as appropriate. We will handle any carrier claim on our side — you do not need to deal with the courier.
There is no fixed deadline for reporting a faulty or non-conforming product under the ACL; however, we ask that you contact us as soon as you become aware of the issue so we can resolve it promptly.
4. Change-of-Mind Returns
We are not legally required to offer returns for change of mind. However, as a goodwill policy, we accept change-of-mind returns subject to the following conditions:
• You must contact us within 14 days of delivery.
• The product must be unopened and in its original, resellable condition.
• You are responsible for the cost of return postage.
• There is no restocking fee.
• The refund will exclude the original shipping charge.
• The refund will be processed to your original payment method once we receive and inspect the returned product.
For health and hygiene reasons, we cannot accept returns of opened cat litter.
5. Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item under the conditions in Section 4 and place a new order.
If your product is faulty, damaged, or incorrect and you would like a different product instead of a like-for-like replacement, contact us at info@petabite.com.au and we will do our best to accommodate your request.
6. Refund Summary
| Situation | Refund | Return Shipping |
|---|---|---|
| Damaged, faulty, or incorrect (ACL) | Full refund, replacement, or store credit (your choice for major failure) | Paid by Petabite |
| Change of mind (unopened, within 14 days) | Product price refunded (excludes original shipping) | Paid by customer |
| Change of mind (opened) | Not eligible | N/A |
| Change of mind (after 14 days) | Not eligible | N/A |
| Pre-order cancellation (before dispatch) | Full refund | N/A |
| Cat won’t use litter (eligible guarantee claim) | Eligible litter in your household’s first order refunded, including paid delivery | No return required |
7. My Cat Won’t Use the Litter
Follow the transition guide in our 14 Day Cat Acceptance Guarantee. If your cat will not use petabite cat litter and your claim meets the guarantee terms, we will refund the eligible litter in your household’s first order, including any delivery charge paid. No return is required.
Submit a complete claim to info@petabite.com.au within 21 days of delivery. See the guarantee page for eligibility, the transition guide, required claim information and full terms. Your rights under the ACL are not affected.
8. Subscription Orders
For subscription orders, the same rights apply to each delivery. If a subscription shipment arrives damaged or faulty, contact us and we will resolve it as described in Section 3. To prevent future charges, you can modify or cancel your subscription at any time through your subscription portal or by contacting us. See our Subscription Policy for full details.
9. Pre-Orders
If you placed a pre-order and wish to cancel before the product has been dispatched, you are entitled to a full refund. Contact us at info@petabite.com.au with your order number and we will process the cancellation promptly.
10. How Refunds Are Processed
Approved refunds will be processed to your original payment method (Stripe or PayPal). Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider. No restocking fees apply.
11. Cancelling or Changing a One-Time Order
If you need to change or cancel a one-time order, contact us as soon as possible at info@petabite.com.au with your order number.
• If the order has not yet been packed or handed to the courier, we will do our best to update or cancel it.
• If it has already been dispatched, we may not be able to intercept it, but we will discuss your options with you.
12. Contact Us
For any returns, refunds, exchanges, or order issues:
Email: info@petabite.com.au
Phone: 0410 888 603
Address: Suite 23060, 837 Bourke St, Docklands VIC 3008
Hours: Monday to Friday, 9:00 AM – 5:00 PM AEST