Refund policy
Refund & Returns Policy
KeKo Australia Pty Ltd, trading as KeKo Pet
ABN 57 699 713 338 | ACN 699 713 338
Effective date: 01/09/2026 | Version 1.0
1. About This Policy
This Refund & Returns Policy applies to all products purchased from KeKo Australia Pty Ltd, trading as KeKo Pet (“KeKo Pet”, “we”, “us”, “our”), through our online store at kekopet.com.au. All purchases are made and paid for online through our Shopify store.
Nothing in this policy excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) (“ACL”) or any other applicable law that cannot lawfully be excluded.
2. Your Rights Under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
These consumer guarantees apply in addition to, and are not limited by, the change-of-mind returns described in Section 4 of this policy.
3. Faulty, Damaged, or Incorrect Items
If a product you receive is faulty, damaged in transit, materially different from its description, or is not the product you ordered, please contact us at office@kekopet.com.au within a reasonable time of receiving your order. To help us resolve the matter quickly, include your order number and, where possible, photographs of the product and packaging.
Major failure — you may choose between a full refund or a replacement, and we will cover reasonable return shipping costs.
Minor failure — we will provide a remedy, which may be a replacement, repair, or refund at our election, and we will cover reasonable return shipping costs.
Refunds for faulty, damaged, or incorrect items include any delivery charges paid on the affected order.
4. Change-of-Mind Returns (14 Days)
In addition to your ACL rights, we accept change-of-mind returns within 14 days of the date you receive your order, subject to the following conditions:
The product is unopened, unused, and in its original, sealed packaging in resaleable condition.
Proof of purchase (your KeKo Pet order number or order confirmation) is provided.
You contact us at office@kekopet.com.au to obtain return instructions before sending any product back.
Return shipping for change-of-mind returns is arranged and paid for by you. We recommend a tracked service, as we cannot process a refund for a return that does not reach us.
For food safety reasons, pet food, treats, chews, and supplements that have been opened or have a broken seal cannot be returned for change of mind. Original delivery charges are not refunded on change-of-mind returns.
5. Items Not Eligible for Change-of-Mind Returns
Opened or unsealed food, treat, chew, or supplement products (food safety).
Gift cards (see Section 8).
Products provided free of charge, including promotional items, samples, and gifts with purchase.
These exclusions apply to change-of-mind returns only. Your rights under the Australian Consumer Law in respect of faulty products are unaffected.
6. Refund Amount and Method
Refunds are issued for the amount actually paid for the product, after any discount, promotional code, or price adjustment applied at the time of purchase. Products are not refunded at the full recommended retail price where a discounted price was paid.
All refunds are processed through Shopify to the original payment method used at checkout. We do not provide refunds by cash, bank transfer, or to an alternative card or account.
Where an order was partly paid using a gift card, the gift card portion of any refund is returned as gift card credit.
Approved refunds are processed within 5 business days of our receipt and inspection of the returned product. Your bank or card issuer may take additional time to post the funds to your account.
7. How to Request a Refund or Return
Step 1 — Email office@kekopet.com.au with your order number, the product(s) concerned, and the reason for the return (attach photographs for faulty or damaged items).
Step 2 — Our team will respond with an assessment and, where applicable, return instructions and the return address.
Step 3 — Send the product back in accordance with the instructions provided.
Step 4 — Once received and inspected, we will confirm the outcome by email and process any approved refund as set out in Section 6.
8. Gift Cards
Gift cards are not redeemable for cash and are not refundable, except where required by the Australian Consumer Law. KeKo Pet gift cards are valid for at least three years from the date of issue, in accordance with Australian gift card laws.
9. General
This policy applies to purchases made directly through kekopet.com.au only. Products purchased from a third-party retailer should be returned to that retailer in accordance with its returns policy.
We may update this policy from time to time. The version published on our website at the time of your purchase applies to that purchase.
This policy is governed by the laws of Victoria, Australia.
10. Contact Us
KeKo Australia Pty Ltd, trading as KeKo Pet
Email: office@kekopet.com.au
Phone: 0491 684 949
Website: kekopet.com.au
Two legs or four, family to the core.