Refund policy

Return and Refund Policy

Welcome to SCH PTY LTD! We strive to deliver the highest quality pet supplies, including our beloved Pet Sofa Anti-Scratch Protectors and Portable Cat Water Bottles. We want both you and your furry companions to be completely delighted with every purchase. If for any reason you or your pet are not entirely satisfied, we are here to help make things right.

30-Day Money-Back Guarantee

We offer a generous 30-day return policy, which means you have 30 calendar days after receiving your item to request a full refund or exchange.

Eligibility Criteria for Returns

To be eligible for a return, please ensure that:

  • The item is in its original, unused, and unwashed condition.

  • The product includes all original packaging, tags, and accessories (e.g., straps, attachments, or adhesive sheets).

  • For hygiene and pet safety reasons, items returned with pet hair, heavy odors, or signs of usage/damage caused by pets will not be eligible for a full refund.

  • You have the receipt or proof of purchase.

How to Initiate a Return

  1. Contact Us: Reach out to our customer support team at [email protected] within 30 days of receiving your order. Please include your order number, product details, and the reason for the return.

  2. Receive Instructions: Our team will review your request and provide you with return confirmation and detailed sending instructions.

  3. Pack & Ship: Securely pack your item in its original packaging. Please ship your item to our designated return facility:

    • Return Address: 1 Sheena St, Geebung QLD 4034, Australia

Please note: Unless the return is due to a mistake on our part (e.g., defective, damaged, or wrong item shipped), customers are responsible for paying their own return shipping costs. We strongly recommend using a trackable shipping service.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If your item arrives damaged during transit, defective, or if you received the wrong item, please notify us immediately at [email protected] with clear photos or videos of the issue. We will evaluate the situation right away and send you a free replacement or issue a full refund at no extra cost to you.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds & Processing Time

Once your return is received and thoroughly inspected at our Geebung facility, we will send you an email notifying you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed promptly, and a credit will automatically be applied to your original payment method within 5 to 10 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account or contact your credit card provider, as it may take some time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at [email protected].