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Returns & Exchanges

YOUR SATISFACTION IS IMPORTANT TO US!
At Henlo Pets, customer's satisfaction is key. Therefore we accept returns and exchanges*.
HOW DO I REQUEST A RETURN OR REPLACEMENT?
If you are unhappy with an item you've purchased from us, we have a hassle-free returns policy as well as a dedicated support team to help make everything right for you. At Henlo Pets, we offer returns and exchanges* within 14 days of purchase. After 14 days, unfortunately we cannot provide you a return or exchange. To request a returns and exchanges, simply email us at info@henlopets.com.au with your order number and the email that you placed your order. Our team will get the rest sorted out for ya.
RETURNS & EXCHANGES POLICY
All items qualify for return and exchange subjected to the following conditions:
  • All items have to be in unused and re-saleable¬†condition with original packaging and tag attached.
  • For exchanging wearable apparels for incorrect sizing matter, please note that pet hairs and stains must be removed prior returning. Otherwise a cleaning fee will be applied.
  • Customer is responsible for the costs of return-shipping. A return tracking number from Courier is required.
  • Exchanges are subject to the availability of the stock. We cannot¬†guarantee the requested items will be in stock.¬†
  • Please note that we cannot accept¬†returns and exchanges based on change of mind.
Refunds - Once we received your returned items, we will notify you via email of the refund decision after inspection. If your refund request has been approved, then your refund or store credit will be processed. 
Refund will not be approved if you
  • Change of mind,
  • Purchase the¬†wrong size,
  • Purchase the wrong colour.
Exchanges - Items exchange will only be approved if you are requesting for another size. Please confirm your order before checking out, exchange for different colour, type, variant & quantity is not allowed. 
Important - Please note that refunds and exchanges will not be offered if items has been intentionally damaged. An integrated recording system is in used to snap pictures of the orders before leaving our warehouse.
*Returns and Exchanges are subjected to Henlo Pets' Returns & Exchanges Policy.
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