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Thank you for choosing Big City Pets.

Should you find yourself unsatisfied with your purchase for any reason, we invite you to review our policy on refunds and returns. The following terms apply to any products purchased with us.

Interpretation and Definitions

Words beginning with capitalized initials have specific meanings defined under the following conditions. These definitions hold irrespective of their appearance in singular or plural forms.

For the purposes of this Return and Refund Policy:

Company: (referred to as either "the Company," "We," "Us," or "Our" in this Agreement) refers to Big City Pets, PO Box 136 KELLYVILLE NSW 2155.

Goods: refers to the items offered for sale on our service.

Orders: refer to your request to purchase Goods from us.

Service: refers to the Website.

Website: refers to Big City Pets, accessible from https://www.thebigcitypets.com.au

You: means the individual accessing or using the Service, or the company, or other legal entity on whose behalf such individual is accessing or using the Service.

Your Order Cancellation Rights
You have the right to cancel your Order within 14 days without providing any reason.

The deadline for cancelling an Order is 14 days from the date of Goods receipt or the date a third party, not the carrier, takes possession of the delivered product.

To exercise your cancellation right, inform us of your decision through:

By email: charliethebigcitypet@gmail.com

By visiting this page on our website: https://www.thebigcitypets.com.au

We will reimburse you within 14 days from receiving the returned Goods. We will use the same payment method as used for the Order, and you will not incur any reimbursement fees.

Conditions for Returns
For Goods to qualify for return:

- Purchased within the last 14 days
- In the original packaging
- Unused or undamaged
- A valid receipt or proof of purchase is available

Certain Goods cannot be returned, including those customized, perishable, or unsealed after delivery, as well as those mixed inseparably with other items. We reserve the right to refuse returns that don't meet these conditions.

Returning Goods
You bear the cost and risk of returning Goods to us. Send Goods to:

PO Box 136, Kellyville NSW 2155

We recommend using insured and trackable mail to return Goods, as we cannot be responsible for items damaged or lost in transit. Refunds require the actual receipt of returned Goods or proof of return delivery.

For exchanges of defective or damaged products, contact us. Please note that we only replace defective or damaged Goods.

Contact Us
For queries about our Returns and Refunds Policy, email us at charliethebigcitypet@gmail.com.

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