Cancellation policy
This policy explains how subscriptions and pre-orders work at Gentle Pet, and how you can change or cancel them. It should be read together with our Refund Policy, Shipping Policy and Terms of Service.
Subscriptions
A subscription lets you receive your Gentle Pet wipes automatically at the frequency you choose, so you never run out. There are no lock-in contracts and no cancellation fees.
How billing works
When you start a subscription, your payment details are stored securely by our payment provider. Your first delivery is charged at checkout, and each following delivery is charged automatically shortly before it is processed, until you cancel.
Shipping for each delivery is charged in line with our Shipping Policy, based on the value of that delivery. Deliveries of $75 or more ship free.
Managing your subscription
You can skip or pause a delivery, update your payment or delivery details, or cancel at any time. To manage your subscription:
- log in to your customer account; or
- use the link in any of your subscription emails; or
- contact us through the form on our Customer Support page.
To change your delivery frequency or quantity, contact us through our Customer Support page and we'll update your subscription for you.
Changes and cancellations must be made before your next billing date to apply to your upcoming delivery.
Cancelling your subscription
You can cancel your subscription at any time before your next billing date, and you won't be charged again. If a delivery has already been charged and processed for dispatch, that delivery can't be cancelled, but no further deliveries will be sent.
Your first subscription delivery is covered by our 30-day money-back guarantee, as set out in our Refund Policy. If any delivery arrives damaged, faulty or incorrect, you're always covered.
Price changes
If we change the price of your subscription, we will notify you by email before the new price takes effect, giving you time to change or cancel your subscription if you wish.
If you subscribed at our founding price of $75 for three pouches before 1 January 2027, your price will stay at $75 for as long as your subscription remains active. If you cancel and later resubscribe, the subscription price at that time will apply.
Failed payments
If we're unable to process a payment for a delivery, we'll let you know and may try again. If the payment still can't be processed, your subscription may be paused until your payment details are updated.
Changes by Gentle Pet
We may need to change or cancel a subscription, for example if a product becomes unavailable or is discontinued, or if there has been a pricing error. If this happens, we'll let you know by email and refund in full any amount you've paid for a delivery that won't be sent.
Pre-orders
From time to time, we may offer products for pre-order before they are available for dispatch. The estimated dispatch date will be shown on the product page, and payment is taken when you place your order unless stated otherwise.
You can cancel a pre-order for a full refund at any time before it is processed for dispatch. If the estimated dispatch date is significantly delayed, we'll let you know and you may cancel your pre-order for a full refund.
Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.
Contact us
If you have any questions about your subscription or a pre-order, please get in touch through the form on our Customer Support page. We aim to respond within 1–2 business days.