Return and Exchange Policy

1. 30-Day Return Policy

You have 30 days after receiving your item to request a return. To be eligible, the item must be in its original condition — unused, unwashed, with tags, and in the original packaging. You must also provide proof of purchase (order confirmation or invoice).

2. How to Start a Return

To initiate a return, please contact us at hello@miauaustore.com. Include your order number, the item(s) you wish to return, and the reason for your return.

3. Approved Returns

If your return is accepted, we will provide detailed return instructions by email. For defective or damaged products, we will issue a pre-paid return shipping label. For change-of-mind or size-related returns, the customer is responsible for return shipping costs.

Once the return is approved, you must ship the item back within 7 business days. Failure to do so may result in cancellation of the return request.

It is the customer's responsibility to ensure the item is packaged securely to prevent damage during transit. We strongly recommend using a tracked shipping service and sharing the tracking number with us after dispatching the return.

Returns must be sent to the following address:
Miau&Au Pet Store
41 Tendring Way, Girrawheen, Perth, WA, 6064, Australia

4. Exchange Conditions

If you would like to exchange your item for a different size, color, or another option:

  • We will first confirm if the desired item is in stock before authorizing the return.
  • You must return the original item at your own expense (unless defective).
  • After we receive and inspect the item, we will issue a store credit coupon equal to the original product's value (excluding shipping fees, if any).
  • You can use the coupon to place a new order for the preferred item.
  • If the requested item is no longer available, you may use the store credit toward any other product on our website.

4.1 Processing Time for Exchanges

After we receive the returned item, the replacement product will be shipped within 5 business days.

The total time to receive your replacement item will depend on the standard shipping time for your location, as detailed in our Shipping Policy.

5. Exceptions / Non-Returnable Items

  • Gift cards
  • Items returned not in original condition, or with missing parts not due to our error

5.1 Sale or Promotional Items

Items purchased on sale or during promotional periods follow the same return and exchange policy as regular-priced items.

All products, regardless of whether they are on sale or not, are subject to the same eligibility conditions for return as described in Section 1 of this policy.

6. Partial Refunds or Return Denial

If an item is returned used, damaged, without tags, or in unacceptable condition, we will not issue a full refund. In such cases, we may:

  • Issue a partial refund of up to 50% of the product's value
  • Or return the same product back to the customer without refund

This will be determined after inspection, and the customer will be informed via email.

6.1 International Returns

International customers follow the same return and exchange process applied to Australian customers.

International customers are responsible for all return shipping costs, except in cases of defective, damaged, or incorrectly sent products, where we will provide a solution for the return.

We recommend that international customers mark the package as "Returned Merchandise" to avoid potential additional customs fees.

6.2 Return of Taxes and Fees

All taxes and fees are included in the product price and will be considered in the store credit value for exchanges.

Customs duties or import taxes charged by the destination country are not refundable by Miau&Au Pet Store, as they are collected by local government authorities.

7. Contact Information

Email: hello@miauaustore.com
Address: 41 Tendring Way, Girrawheen, Perth, WA, 6064, Australia
Phone: +61 430 838 557
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)

Last updated: July 2025