Refund policy

Last Updated: September 24, 2026

At S & B PTY LTD, we want you and your furry companions to be completely delighted with every purchase. We understand that finding the perfect grooming tool or toy for your pet can sometimes require a trial run. If something isn't working out with your order—whether it’s a pet grooming brush, shedding glove, or pet toy—we are here to make the return process smooth and simple.

30-Day Happiness Guarantee & Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  1. Condition: The item must be unused, in the same condition that you received it, and free from pet hair, soil, or saliva for hygiene and safety reasons.

  2. Packaging: The product must be in its original packaging with all tags, inserts, and accessories included.

  3. Proof of Purchase: You must provide the receipt, order number, or valid proof of purchase.

Note on Hygiene: For health and sanitation reasons regarding pet care items (such as grooming gloves, brushes, and soft fabric toys), items showing clear signs of pet usage or heavy dirt cannot be resold and may only qualify for partial refunds or exchange upon evaluation.

How to Initiate a Return

  1. Contact Us: Reach out to our customer support team at [email protected] with your order number, photo/video evidence of the product (if damaged or defective), and the reason for the return.

  2. Return Authorization: Once approved, our team will send you step-by-step instructions and the designated return shipping label/address.

  3. Pack & Ship: Carefully package your item to avoid damage in transit and send it to our official returns warehouse:

S & B PTY LTD – Returns Department

48 The Grange, Hampton Park, VIC 3976, Australia

Items sent back to us without first requesting a return will not be accepted.

Damages, Defective Items, and Incorrect Orders

Please inspect your order upon delivery. If you receive a defective grooming tool, a damaged rubber toy, or an incorrect item, please contact us within 48 hours of delivery. We will evaluate the issue immediately and provide a replacement or full refund at no extra cost to you.

Non-Returnable & Restricted Items

Certain types of items cannot be returned:

  • Final sale or clearance items.

  • Customized or personalized pet products.

  • Items damaged due to aggressive chewers or pet misuse (toys are designed for play, but chew damage is subject to standard play wear and tear).

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 we receive and inspect your returned package, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be automatically processed to your original payment method within 5 to 10 business days.

  • Late or Missing Refunds: If you haven't received a refund yet, check your bank account or contact your credit card provider first, as processing times may vary by institution. If you’ve done this and still haven't received your refund, please contact us at [email protected].

Return Shipping Costs

  • Defective or Error Orders: If the return is due to our error (defective product, wrong item sent), S & B PTY LTD will cover all return shipping costs.

  • Change of Mind: If you are returning an item due to a change of mind or personal preference, you will be responsible for paying the actual return shipping charges. Original shipping fees are non-refundable.