Cancellations
We begin processing orders immediately after they are placed. If you wish to cancel, contact support@smartwaypetsupplies.com as soon as possible.
Return Policy
Special‑Order Items
Products specially ordered at a customer’s request may not be returnable or refundable.
What Can Be Returned?
For products that are faulty, damaged, or not as described, please contact support@smartwaypetsupplies.com for assistance. We will request additional evidence to issue a return in the form of clear images of the fault or damage described as well as a written description.
Wrong Size or Incorrect Product Ordered
Returns for change of mind, wrong size, or incorrect product ordered are at SmartWay’s discretion and depend on the product type. Where allowed, returns must be unopened, unused, undamaged, and in original, resaleable condition. Return shipping is at the customer’s expense.
Return Window
Items must be returned within 30 days of the order being received (as per the invoice date). Returns requested after this period may be declined.
How & Where to Return
Please obtain return instructions by emailing support@smartwaypetsupplies.com before sending anything back. Unless we advise otherwise, returns should be sent to:
SmartWay Pet Supplies – Returns
P.O. Box 2
Bayswater, Victoria, Australia 3153
Include your order number, full name, and reason for return in the parcel. Use a tracked service and keep the receipt as proof of postage.
Shipping Costs for Returns
Original shipping charges are not refundable. Return shipping costs are the customer’s responsibility unless we expressly agree otherwise or the law requires.
Packaging
All items must be returned in their original packaging, securely protected to prevent damage in transit. Poorly packaged returns that arrive damaged may be refused or incur a higher restocking fee.
Subscriptions (Auto‑Renewal)
If you purchase a subscription, it will renew automatically at the stated interval until you cancel. You can update items, skip a shipment, or cancel by logging into your account at https://account.smartwaypetsupplies.com/ and selecting Subscriptions → Manage.
Changes made after the billing date may apply to the next cycle. If we update subscription pricing, we’ll provide reasonable notice and you may cancel before the change takes effect.
