• The item must not have been used and must be returned in the same condition as originally sent – including packaging. 
• All items to be returned must be packaged securely (wrapped in bubble wrap or securely in a box) so the items are not damaged during transit. 
• Upon receipt of returned goods, PRYDE PETS reserves the right to deny refund or exchange if the product/s does not meet return policy requirements.
• Orders with rewards points as payment method are not returnable for a 'refund' of points if items are returned.
• Free returns is limited to domestic (Australian) orders only. Pryde Pets will cover costs to dispatch an exchange product to the sender, or pre-paid postage of a returned item back to Pryde Pets.

Your product will be considered faulty if it's received damaged, or they break within 6 months of purchase. Cat Climbers damaged as a result of wear and tear are not considered to be faulty. If the product cannot be replaced or repaired we will offer a refund or exchange. Just send us a quick email outlining the fault including an image if possible and we will either replace it straight away or repair it. If you have any questions about our returns policy, please contact us. In the event that we process an order incorrectly or you receive a damaged or defective item, we will gladly replace the exact same item and we will pay the delivery cost.