Refund policy
Returns & Refunds
We want you to feel confident choosing Gentle Pet.
Our 30-day money-back guarantee
If you're not completely happy with your first order of Gentle Pet wipes, let us know within 30 days of delivery and we'll refund your order in full, including any shipping you paid. This applies to opened and used pouches, including orders of three pouches, and there’s no need to return anything.
How to claim
Contact us through the form on our Customer Support page with your order number and a short note on why the wipes weren't right for you. Your feedback helps us make them better.
Guarantee terms
- The guarantee applies to your first Gentle Pet order, whether a one-off purchase or the first delivery of a subscription.
- Claims must be made within 30 days of your delivery date.
- We'll refund the full amount you paid for that order, including shipping.
- The guarantee applies to orders placed at gentlepet.co.
Fair use
Our guarantee is there for customers who genuinely try our wipes and find they're not right for them. It is limited to one claim per customer and household. We may decline a claim where we reasonably believe the guarantee is being misused, for example repeat claims made under different names, email addresses or delivery addresses, or orders placed for resale. This does not affect your rights under the Australian Consumer Law.
Change of mind
Because our wipes are a hygiene product, we don't offer change-of-mind returns outside our first-order guarantee. If your order is damaged, faulty or incorrect, you're always covered, and nothing in this policy affects your rights under the Australian Consumer Law.
Cancelling an order
If you'd like to cancel an order before it's dispatched, contact us as soon as possible and we'll cancel it and refund you in full.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us through our Customer Support page as soon as possible, ideally within 7 days of receiving it. Please include your order number, a brief description of the issue and clear photos of the item. We'll arrange a replacement or refund and cover any return shipping costs.
Refund processing
Approved refunds are issued to your original payment method, typically within 3–5 business days. Depending on your payment provider, it may take a little longer for the refund to appear in your account.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact us
For any questions about returns or refunds, get in touch through the form on our Customer Support page. We aim to respond within 1–2 business days.