1. Change of Mind – We understand that considered homes require considered choices

1.1 We accept change-of-mind returns within 30 days of delivery.

1.2 Eligible items may be returned for a full refund or exchange.

1.3 Products must be unused, unwashed, and in pristine condition, including, All original tags, labels and message cards; All accessories, components and inserts, Original, undamaged packaging and protective materials.

1.4 Items that are altered, soiled, damaged, or not returned in saleable condition (as reasonably determined by SABI) cannot be accepted for change-of-mind returns.

1.5 Change-of-mind returns are not available for: Made-to-order, customised, or bespoke products. Products specifically marked as “final sale” or “non-returnable”.

1.6 For change-of-mind returns, you are responsible for the cost of return shipping, unless otherwise stated in writing by SABI.

2. Faulty, Incorrect or Damaged Products

2.1 Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Products must be as described, fit for purpose, and of acceptable quality.

2.2 If your item arrives damaged, defective, or incorrect, please contact us at customerservice@sabipets.com.au within 14 days of delivery, providing your order number and clear photographs of the issue.

2.3 Where a product is confirmed to be faulty, not as described, or not fit for purpose, you may be entitled—consistent with the Australian Consumer Law—to a repair, replacement, refund, or store credit, depending on the nature of the failure.

2.4 Warranty against defects. In addition to your rights under the Australian Consumer Law, SABI provides a warranty against defects in materials and workmanship, valid from the date of delivery, as follows: Concrete Vessel: 3 years; Steel Bowl: 1 year; Feeding Mat: 1 year. 

Within the applicable period, you may request a replacement for a product that fails due to a manufacturing defect. Where a replacement is not available, SABI may offer a refund. This warranty does not cover damage from misuse, accident, or normal wear and tear.

2.5 For approved faulty, incorrect or damaged items, SABI will cover the reasonable cost of returning the product, and returns will be complimentary for you.

3. Returning Products – Process

3.1 Who pays for return shipping depends on the reason for the return. For change-of-mind returns, the customer is responsible for arranging and paying for return shipping (as set out in clause 1.6). For products confirmed to be faulty, incorrect, or damaged, SABI will provide a pre-paid return label and cover the cost of return shipping (as set out in clause 2.5).

3.2 To start a return, contact our team at customerservice@sabipets.com.au with your order number. For approved faulty, incorrect, or damaged items, we will issue a pre-paid return label by email. For change-of-mind returns, we will confirm the return address and instructions; you arrange and pay for the return shipping.

3.3 When returning a product, you must: Pack the item securely in its original box and outer packaging and ensure the product is protected from damage in transit.

3.4 SABI reserves the right to decline a return or adjust the amount refunded if the item is not returned in a suitable condition, is damaged due to inadequate packing, or does not comply with the requirements of this policy.

4. Refunds and Store Credits

4.1 Approved refunds will be processed back to the original method of payment used for the purchase.

4.2 If you paid using a prepaid or gift card, the timing of the refund and any fees are determined by the issuing institution. We recommend contacting the card issuer directly for details.

4.3 Where a store credit is issued, it will be provided in AUD; and be redeemable on future purchases at sabipets.com.au within the validity period stated on the credit.

4.4 Refunds and store credits will be processed once the returned product has been received and inspected by SABI and confirmed as compliant with this policy and applicable consumer laws.

5. Made-to-Order, Customised and Bespoke Products

5.1 Made-to-order, customised, or bespoke products are created specifically for you and are therefore not eligible for change-of-mind returns.

5.2 These products may only be returned where they are faulty, not fit for purpose, or not as described, in accordance with your rights under the Australian Consumer Law and to the extent permitted by law.

6. Australian Consumer Law

6.1 This policy operates in addition to your rights under the Australian Consumer Law and is not intended to limit, exclude or modify those rights.

6.2 In the event of any inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will prevail.