Refund Policy

Refund Policy

This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from us is found to be defective, or it does not meet your needs, we will happily repair or replace the product, or offer you a refund. This applies to goods supplied only and not professional services

This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.

What is our refund policy?

If you change your mind about a non-medical product you have purchased from us, you can return that product to us within 30 days of purchase and we will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable. Medical products are essential to the treatment of your pet and can only be returned in conjunction with consultation with your vet.

Any product that has been personalised, e.g. an identification tag that has been engraved, will not be accepted as a return simply because you have changed your mind.

What is our delivery refund policy?

If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you.We will not however refund delivery charges if the item is returned simply because it is unwanted.

Faulty or defective products

If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you,) return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product.If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any).If however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by our staff. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.

Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution.Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.

When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our team is happy to provide you with the relevant manufacturer’s contact details to assist you.

As part of any assessment, we look at the following:

(1) If there is a minor fault:

Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. We and/or the manufacturer can instead decide to replace the product or refund the purchase price.

(2) If there is a major fault:

If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, or repair.

(3) If the product has been damaged through abnormal use:

Unfortunately, neither us nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by us, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.

What if my pet doesn’t like the food?

We believe your dog and cat will love their food so much that if they don’t ... we’ll help you find a replacement provided the food is returned within 45 days of purchase

What you need to do:

1 - Bring your remaining food back to us

2 - Talk to one of our staff about your pets feeding experience.

3 - We'll help you find a replacement food for your pet.

Terms:

You must be able to supply proof of purchase.

We will exchange the product with one of equivalent value. If you wish to exchange for a product that is of:

- higher value, all you need to pay is the difference in value

- lesser value, we will provide you with a refund for the difference

- If no suitable product can be found we will offer a full refund

We reserve the right to rescind this offer based on prior transactional history

This policy does not exclude or replace your rights under Australian Consumer law, regulations or otherwise as required by law.

Returns must be brought back to us for review. Any cost incurred by you in returning the product will be borne by you.

For us to process a return or refund, we will need to be able to confirm the purchase in our sales records - there is no need to produce separate proof of pruchase.

What are my rights under the Australian Consumer law?

Our goods 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, we are entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to will be borne by you.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. We adopt the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.