Return Policy – Australia

At Clearly Loved Pets, we take pride in the quality of our products and are committed to delivering excellent service to every customer. If there is an issue with your order, we want to help.

We do not accept returns for change of mind, incorrect sizing, or for used items. Due to the size and nature of our products, we are unable to accept returns unless the item is defective under Australian Consumer Law, or you received a product different from what you ordered.

Our pens are designed to provide a safe and secure space for most pets; however, some pets may be more active or capable of jumping out depending on their size, breed, and behavior. A pet jumping out of the pen does not indicate a fault or defect in the product. Please review all sizing information carefully to ensure the pen is suitable for your pet’s needs. We offer some guidance on our website about proper sizing and are also happy to discuss your specific situation with you; however, the decision about what size is best ultimately lies with the pet owner.

If your item is defective, does not match its description, or fails to meet the consumer guarantees required by law, we will gladly offer a repair, replacement, or refund in accordance with the Australian Consumer Law.

In certain circumstances, we may make exceptions to our standard return policy for items that are unopened and in original packaging. If you believe your situation warrants consideration, please contact us—we’re here to help where we can.

Defective Items – Please visit our Warranty page

Important Notes

  • We do not accept returns for reasons unrelated to product quality (such as change of mind, incorrect measurements, or your pet’s behavior).
  • We cannot accept returns for products that have been opened or assembled unless they are defective or covered under warranty.
  • Please carefully review product dimensions and specifications before placing your order. Visit our FAQ page or contact us if you have any questions.
  • We are happy to assist before you purchase to ensure the product is a great fit for you and your pet.

Australian Consumer Law Statement

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 for 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.