Refund policy

At Guinea Pigs Australia, we want you and your piggies to love everything you order. If something isn’t quite right, our friendly team will help make it right.

Change of mind returns
You have 30 days from delivery to request a return for change of mind, as long as the item is unused and in its original packaging, with proof of purchase. You can choose a refund, an exchange or store credit.

This includes Ozzy cages and other bulky items, as long as they’re unused, unassembled and in their original packaging.

Items we can’t accept for change of mind
For hygiene and safety reasons, we can’t accept change-of-mind returns on:

  • opened food, hay, treats and supplements
  • used bedding, such as fleece liners and Vet Bed (even if washed)
  • custom or personalised items
  • sale items and gift cards

This doesn’t affect your rights if an item is faulty.

How to start a return

  1. Email customercaregpa@gmail.com or call 0458 810 913 with your order number and the item you’d like to return.
  2. We’ll reply within 1 business day with your returns number and instructions.
  3. Send your item to: 5/75 Waterway Drive, Coomera QLD 4209

Please contact us before sending anything back. Items sent without a returns number can’t be matched to your order.

Return postage
Return postage for change-of-mind returns is paid by you. If your item is faulty, damaged, not as described, or we’ve made a mistake, we’ll cover the cost, and for bulky items we’ll arrange pickup.

Damaged or faulty items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us as soon as possible with your order number and photos of the item, the packaging and the courier label. We’ll organise a replacement, repair or refund.

Exchanges
The quickest way to swap an item is to return the original and place a new order for the item you’d like.

Refunds
We’ll let you know as soon as your return arrives and has been checked. Approved refunds go back to your original payment method within 10 business days, and your bank may take a few extra days to process it. If you haven’t received your refund 15 business days after approval, please get in touch.

Your rights under 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.

Questions?
Call us on 0458 810 913 or email customercaregpa@gmail.com. We reply within 1 business day (Mon–Fri).