At MR.GIFT, we are dedicated to offering high-quality pet supplies to enrich the lives of pets and their owners. We understand the significance of your purchases, and we assure you that if any product you buy from us is defective or does not meet your needs, we are committed to providing repair, replacement, or a refund under certain conditions.

Refund Policy

If you change your mind about a product purchased from MR.GIFT, you can return it to us within 30 days of purchase. We will gladly refund the original purchase price, provided the product and its packaging remain in their original condition and are resalable.

For instance, any personalized products, like an engraved identification tag, will not be accepted for return simply because you changed your mind.

More information about online returns and delivery charges can be found below.

Delivery Refund Policy

If you purchased a product online and it is defective or damaged in transit, return the product within 30 days. Once we verify that the product is damaged or defective as described, we will refund your original delivery charge and cover the cost of delivering any replacement product to you. However, we will not refund delivery charges if the item is returned simply because it is unwanted.

Handling of Faulty or Defective Products

If you receive a defective product from us (for online purchases, a product that is defective or damaged in transit upon delivery), return it to us within 30 days of purchase. We will inspect the product and, if we agree that it is faulty and the fault is unlikely due to abnormal use, we will replace it with an identical product with your agreement. If we cannot provide an identical product, we will refund the purchase price (and delivery price, if any) with your agreement. If, however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund mentioned above, we will need to conduct a more thorough assessment of the fault to determine how to assist you, whether it be replacement, repair, or refund. In many cases, this will be a simple assessment by our store staff or the customer service team for online purchases.

Sometimes, immediate assessment of the product may not be possible or may be dangerous due to the nature of the product (e.g., electrical items). In these situations, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. Please understand that while we always strive to provide you with a timely resolution, the process may take six weeks or more to complete due to the involvement of multiple parties.

When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. An alternative option for you is to liaise directly with the manufacturer, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer's contact details to assist you.

In any assessment, we consider the following:

  • If there is a minor fault: If the product has a minor fault and can be easily repaired, we will do so and return the product to you within a reasonable timeframe. MR.GIFT and/or the manufacturer may instead decide to replace the product or refund the purchase price.
  • If there is a major fault: If the assessment is that the product has a major fault, you may choose to receive a refund, replacement, or repair.
  • If the product has been damaged through abnormal use: Unfortunately, neither MR.GIFT nor the manufacturer can offer a refund or replacement where the product has been damaged due to abnormal use as identified by MR.GIFT, the manufacturer, or their agent. If repair is possible, it will be at your discretion and cost.

Returning a Product

Please email with your name, contact details, invoice number, and product details to arrange for the product's return via courier.

Proof of Purchase Requirement

  1. If you are a member of our "Friends for Life" loyalty program, and the transaction for the product you are returning is listed in your FFL account, that will suffice as proof of purchase.
  2. If the above does not apply, when returning the product to your nearest MR.GIFT store, you will need to provide the staff with:
  3. If you are returning a product via courier, please include in your email to

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.

Where a failure does not amount to a major failure, MR.GIFT is entitled to choose between providing you with a repair, replacement, or another suitable remedy. Any cost incurred by you in returning the product to MR.GIFT will be borne by you.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognize that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. MR.GIFT adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.