Returns, Refunds & Replacements
Damaged Items
We take great care when creating and packaging your items for postage. If for some reason your custom creation arrives damaged please fill out the form below and include photographic evidence within 48 hours so the best solution to your problem can be sorted. Extra Cover is included by Australia Post on orders under $100. Excludes fertile egg orders.
Received the wrong item
Whilst we take care when packing orders, sometimes mistakes can happen. Please fill out the form below and we will work out the best solution. In most cases a replacement will be offered. You may be required to post non-perishable items back free of charge.
Faulty Items & Breakages
If your custom order item arrives faulty or becomes damaged within 7 days of delivery, please submit a photo and details through the form below. We will assess your request to determine whether a replacement can be issued. Please note that replacements are considered on a case-by-case basis, and the cause of the fault or damage will be taken into account during assessment.
Fertile Egg Insurance Claims
The Purple Tree Pets insurance policy covers the cost of replacement eggs only if more than 50% of the eggs are broken or cracked during transit. Please submit photographic evidence and details below. Please note that the customer is responsible for paying the postage cost of the replacement eggs.
Partner Products
An outline of the terms and conditions associated with the ‘Partner Products’ shipped directly from the supplier can be read on our terms and conditions page here:
https://purpletreepets.com.au/terms/#Partner_Products
Please see our Terms & Conditions page for full details on all our returns and refunds policies.
Make A Request
We welcome genuine requests and respectful communication only. Any form of harassment, abusive language, or inappropriate messages will not be tolerated and may be reported or blocked. By submitting this form, you agree to communicate respectfully and in good faith.