Returns Made Simple
Straightforward returns for purchases, clear conditions for change-of-mind returns, and full protection of your rights under Australian Consumer Law.
30 DAYS
Change-of-mind returns on eligible products
100 DAYS
Pestrol Rodent Free money-back guarantee
7 DAYS
Target processing time after an approved return is received
ACL PROTECTED
Your statutory consumer rights always apply
Our Returns Policy
Most eligible products can be returned within 30 days of delivery. The rules are different depending on whether you simply changed your mind or there is a problem with the product.
Change of Mind
Eligible products may be returned within 30 days of delivery where they are:
• unused and undamaged;
• complete with all supplied parts, accessories and manuals;
• in their original packaging where reasonably applicable; and
• in a condition suitable for resale.
Return shipping is the customer’s responsibility.
Original delivery charges and Premium Dispatch charges are not refundable for change-of-mind returns.
This voluntary policy is separate from your rights where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.
Faulty, Damaged or Incorrect Items
If your product arrives damaged, is incorrect, develops a fault or does not meet an applicable consumer guarantee, please contact Pestrol.
We may reasonably request photographs, video, proof of purchase, serial or batch information or other information needed to assess the problem.
Where required by Australian Consumer Law, Pestrol will provide the appropriate repair, replacement, refund or other remedy.
Conditions applying to voluntary change-of-mind returns, such as original packaging or resale condition, do not remove your rights in relation to faulty goods.
How to Return an Item
Contact us before sending the product so we can identify your return and give you the correct instructions.
Contact us
Email [email protected] or call 1800 33 88 88 with your order number and reason for return.
Receive return details
Where applicable, we will provide a Return Authorisation reference and instructions for the correct return address and transport method.
Return & assessment
Once received, we identify and inspect the returned product and process the appropriate refund, exchange or other remedy.
Please obtain return instructions before sending an item. Unidentified or unauthorised voluntary returns may be delayed while we identify the order and reason for return. Failure to obtain a Return Authorisation does not remove rights available under Australian Consumer Law.
Product-Specific Return Policies
Some products have additional return conditions because of the type of product, hygiene, safety or a specific Pestrol guarantee.
Pestrol Rodent Free – 100-Day Money-Back Guarantee
Pestrol Rodent Free devices covered by our 100-Day Money-Back Guarantee may be tried during the guarantee period.
If you are not satisfied with the product’s performance, contact us within 100 days of delivery to start a return.
Because this is a performance guarantee, reasonable use necessary to trial the product is permitted.
The original product must be returned and should be substantially complete with the supplied accessories and components.
Pestrol may verify the product, order and any serial or identifying information before approving the refund.
The guarantee does not cover product substitution, deliberate damage, misuse, missing primary components or false or duplicate claims.
Once the qualifying product has been received and verified, the applicable purchase price will be refunded in accordance with the guarantee.
Nothing in this guarantee limits your separate rights under Australian Consumer Law.
All Other Eligible Products – 30-Day Satisfaction Guarantee
Unless a product-specific policy states otherwise, Pestrol’s 30-Day Satisfaction Guarantee operates as our voluntary change-of-mind return policy.
Contact us within 30 days of delivery.
Products must be unused, complete and in their original packaging where reasonably applicable, and must be suitable for resale.
This does not affect your rights where a product is faulty or otherwise fails to meet a consumer guarantee.
Bedding & Hygiene Products
For hygiene reasons, opened or used bedding, sheets, pillowcases, mattress protectors and similar hygiene-sensitive products are not eligible for voluntary change-of-mind returns.
Unopened bedding in its original sealed packaging may be returned within 30 days under our change-of-mind policy.
If bedding is faulty, damaged or incorrectly supplied, please contact us as soon as reasonably possible. We ask that visible faults or delivery damage be reported within 14 days where practical so the issue can be investigated promptly.
The 14-day request does not limit any rights or remedies available under Australian Consumer Law.
Chemicals, Aerosols, Baits & Consumable Products
For safety, contamination and resale reasons, opened or partially used chemicals, pesticides, herbicides, fertilisers, baits, aerosols, repellents, refills and other consumable products are not eligible for voluntary change-of-mind returns.
Unopened products may be eligible for return within 30 days, subject to their condition and any legal or carrier restrictions applying to the transport of dangerous or regulated goods.
Please contact Pestrol before returning any chemical, aerosol or dangerous good. Do not send these products through an unauthorised postal or courier service.
This restriction does not limit your rights where the product is faulty, incorrectly supplied or otherwise fails to comply with Australian Consumer Law.
Clearance & Final-Sale Products
Clearance and final-sale products are not eligible for voluntary change-of-mind returns unless expressly stated otherwise.
Where Pestrol provides a 3-month voluntary manufacturing-defect warranty on a clearance product, that warranty is additional to any rights available under Australian Consumer Law.
A clearance or sale price does not remove consumer rights in relation to a fault that was not specifically disclosed before purchase.
Where a particular defect or imperfection was clearly disclosed before purchase, a claim cannot be made merely because of that same disclosed condition.
Large or Bulky Products
For change-of-mind returns of furniture or other large and bulky products, the customer is responsible for arranging and paying suitable return transport.
Please contact Pestrol before arranging a bulky return.
Where a large, heavy or difficult-to-return product has a fault covered by Australian Consumer Law, Pestrol will arrange or meet reasonable collection or transport costs where required by law.
Return Costs & Refunds
Change of Mind
The customer pays return shipping. Original delivery and Premium Dispatch charges are not refundable.
Faulty Products
If a fault is confirmed, reasonable return costs will be reimbursed where required by law. Different arrangements apply to large or difficult-to-return products.
Condition Deductions
No restocking fee applies to compliant change-of-mind returns. If we agree to accept an incomplete or non-compliant voluntary return, a reasonable deduction of up to 15% may apply.
Refund Timing
Approved refunds are normally processed within 7 business days after the returned product has been received, identified and assessed.
Refunds are normally issued to the original payment method. Your bank, card provider or payment platform may require additional time to display the funds after Pestrol has processed the refund.
The up-to-15% deduction described above applies only where Pestrol voluntarily agrees to accept a change-of-mind return that does not meet the normal return conditions. It does not apply to remedies required under Australian Consumer Law.
Return Verification & Fraud Protection
Pestrol verifies returned products before completing voluntary refunds or guarantees. This protects genuine customers and Pestrol from product substitution, duplicate refunds and fraudulent claims.
Proof of purchase and order verification
Pestrol may request reasonable proof that the product was purchased from Pestrol.
This may include an order number, invoice, receipt, payment record, warranty record or serial or production number linked to the purchase.
Where reasonably required, more than one form of information may be requested to verify the transaction.
Returned product must match the claim
Returned products may be checked against the order, model, SKU, serial number, batch number and other identifying information.
For voluntary returns and money-back guarantees, the product returned must be the product connected with the relevant purchase and claim.
Pestrol may decline a voluntary refund or guarantee where it reasonably establishes that a different, substituted or materially altered product has been returned.
Missing products, parts or accessories
Change-of-mind returns must include the complete product and all material components and accessories supplied with it.
If Pestrol agrees to accept an incomplete voluntary return, any refund may reasonably reflect missing items or reduced resale value, subject to the conditions of this policy.
This does not permit deductions from a statutory remedy where Australian Consumer Law does not allow them.
Inspection before voluntary refund
A tracking number or proof that a parcel was sent does not by itself establish what was contained in the returned parcel or its condition.
For voluntary returns, money-back guarantees and exchanges, Pestrol may verify the contents, identity and condition of the returned product after delivery before completing the refund or replacement.
Australian Consumer Law remedies will be handled in accordance with the applicable law.
False, altered or misleading return information
Pestrol may decline a claim under its voluntary returns or satisfaction guarantees where Pestrol reasonably establishes that:
• the returned item has been substituted for another product;
• proof of purchase, serial information, photographs or other material claim information has been falsified or improperly altered;
• the condition or contents of the returned product have been knowingly misrepresented;
• the product was deliberately damaged to obtain a refund, replacement or other benefit; or
• the claim is otherwise materially false or misleading.
Nothing in this provision removes a remedy the customer is legally entitled to receive under Australian Consumer Law.
Chargebacks and duplicate refunds
Customers must tell Pestrol if a chargeback, PayPal dispute, payment-platform dispute, insurance claim or other request for compensation has been lodged for the same transaction.
Pestrol may pause a voluntary refund while a concurrent payment dispute is being resolved and may take previous refunds, replacements or compensation into account to prevent duplicate recovery, to the extent permitted by law.
Suspected fraudulent returns
Where reasonably appropriate and permitted by law, Pestrol may retain records and evidence relevant to suspected fraudulent activity and provide relevant information to a payment provider, insurer, courier or appropriate authority for investigation.
This does not affect genuine claims or rights under Australian Consumer Law.
Your Rights Under Australian Consumer Law
Pestrol’s 30-day returns policy, satisfaction guarantees and product-specific guarantees provide additional benefits. They do not replace or limit your statutory rights.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.
If a failure is not major, Pestrol is entitled to assess the product and provide an appropriate remedy within a reasonable time.
Your rights under Australian Consumer Law are not limited to 30 days, are not removed because an item was purchased on sale or clearance, and do not depend on retaining the original packaging.
Need to Make a Return?
Have your order number ready and contact our team before sending your product back.
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