Returns & Refund Policy

MICHU returns

A fair, clear return process.

This policy covers change-of-mind returns, damaged products, refunds and exchanges. Nothing in it limits rights that cannot be excluded under Australian Consumer Law.

Quick summary

Change of mind

Eligibility and exclusions.

For an eligible change-of-mind return, the item must be unused, in the condition received and in its original packaging. Proof of purchase is required.

Change-of-mind returns are generally unavailable for:

• Perishable goods and consumables, including pet food, cat grass, fountain filters and cat litter.
• Opened hygiene-sensitive or sanitary products.
• Gift cards and downloadable products.
• Hazardous, flammable or otherwise restricted goods.
• Sale or clearance products marked as final sale.

These exclusions apply to change-of-mind returns only. They do not remove remedies available for products that fail a consumer guarantee.

Faulty, damaged or incorrect products

Contact us before returning it.

Email your order number, a description of the issue and clear photos or video of the product, packaging and shipping label. Keep the product and packaging while we assess the claim.

Depending on the circumstances and applicable law, a remedy may include repair, replacement, replacement parts, refund or another appropriate solution. We may ask for the item to be returned or inspected.

Refunds

What happens after approval.

Once a return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Bank and card processing times vary and are outside MICHU's control.

If an approved refund has not appeared after the normal processing period, check with your bank or payment provider, then contact us with your order and refund details.

Return freight

For change-of-mind returns, return shipping is the customer's responsibility and original delivery charges are generally non-refundable. For products that fail a consumer guarantee, reasonable return costs may be handled as required by Australian Consumer Law. Use tracked shipping for valuable returns.

Before sending a return

1. Email customerservice.au@michupet.com with your order number and reason for return.
2. Wait for return instructions and confirmation of the return address.
3. Pack the product securely with all eligible components and original packaging.
4. Use a traceable service and retain the lodgement receipt.

Do not send a return to a manufacturer or warehouse without authorisation.

Start a return enquiry.