Refund & Return Policy
ORDER CANCELLATION OR CHANGES
Once an order has been placed on our website we are unable to modify or cancel the order for any reason after 24 hours. All orders are fulfilled and shipped after 24 hours of receipt of your order and your purchase will already be on its way to you. Please advise us within 24 hours from the time of placement of the order that you wish to cancel. After this time, your order can NOT be cancelled as it will have been shipped. Please contact us with the subject line as CANCELLATION and include the order number on the receipt email that you would have received directly from us, specifying clearly which item/s should be cancelled. Please include your best contact phone number in the event that we need to contact you. Please allow 3-5 business days for the refund to post to your original form of payment.
RETURNS & EXCHANGE POLICY
We currently do not accept returns or exchanges on items purchased due to change of mind. For this reason we ask that you carefully check the product you wish to order at final checkout.
In the event that your delivered items are incorrect, missing or damaged, please contact us us within 24 hours of receiving your delivery. If item(s) received are not what was ordered, please do not open the sealed package in which it was sent or tamper with the container seals in any way. Any attempt to use the incorrect item will be deemed to be acceptance by the customer of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter.
Our policy lasts 14 days from the date that your order was delivered. If 14 days have gone by since the date your order was delivered, unfortunately we can’t offer you a refund or exchange.
There are several types of products which are exempt from being returned:• Gift Cards
• Sale Items: Only regular priced items may be returned or refunded
• Opened Containers
We currently do not accept returns or exchanges on international orders. All international sales are considered as final and are considered not eligible for return or exchange. For any questions or concerns please contact us.
RETURNS (IF APPLICABLE)
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, firstly please read our Return Policy to make sure that your item/s qualify for return. You should then download and fill out the Returns Form and return to us via email at email@example.com or fax (08) 8127 8030 for approval, where we will issue you with a return authorisation code via email within 2 business days. Once you receive this return authorisation code you must ensure that this is put onto the Returns Form and sent back with your item/s to the return address on the form.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Returns must be carefully packed, freight paid and insured, as we cannot receive freight collect shipments (unless by arrangement) nor can we be responsible for loss or damage to returned parcels. We cannot accept any item that has been used, tampered with or damaged.
Once your return is received and inspected we will send you an email to notify you that we have received your returned item. If a refund is required or applicable, please allow 3-5 business days for your refund to be applied to your credit card or original method of payment.
Please note that a refund will gladly be offered in the following circumstances:
• Incorrect item was delivered
• Order was not delivered
Please contact us regarding a refund before sending us the product. We will provide you with an authorisation code together with our distribution centre address via email. Please note that if you return an item without an authorisation code, we cannot be held responsible for lost packages.
Once your return is received and inspected we will send you an email to notify you that we have received your returned item. Please allow 3-5 business days for your refund to be applied to your credit card or original method of payment.
Refunds are processed via the original payment method within 3 working days of receipt of goods. Funds may take a further 5 working days to appear in your account.
Should your purchase be made through AfterPay or Zip Pay a refund transaction fee of 6% of the original purchase price will be deducted from the refund price. This fee covers the AfterPay or Zip Pay transaction costs which Aussie Pets & Stock Feed Solutions Pty Ltd incurred for the purchase of your item/s. AfterPay and Zip Pay does not refund this transaction cost to us even if the items have been returned.
We will notify AfterPay or Zip Pay of your return and your AfterPay or Zip Pay payment plan will be adjusted accordingly. Please note that the refund amounts are taken off the last payment(s) first. If at least one payment has been made in relation to the purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. The bank may take 5-7 days to refund the money to your card.
Below are some of the most common questions we receive about shipping and delivery. If you have questions not covered below please contact us.
I received the incorrect item/s in my delivery, what can I do?
It doesn’t happen often and we are so sorry that this happened to you. Please contact us immediately so we can work with you to replace the items.
I received my order but the item/s is damaged, what can I do?
We are so sorry that this has happened. We work hard to ensure a high level of quality control on our products and our delivery partners. Please contact us immediately so that we can work with you to replace the item/s.