Refund policy

Purchasing Policy

If you wish to purchase a product offered for sale through our website, we will ask you to supply certain information applicable to your purchase, including, without limitation, payment and other information. Any such information will be treated as described in our Privacy Policy (available at https://australianpetnutrition.com.au) . All information that you provide to us or to our third-party payment processor must be accurate, current, and complete. You represent and warrant that you have the legal right to use any credit card(s) or other payments means used to initiate any transaction. You agree to pay all charges incurred by you or any user of your account and credit card (or other applicable payment mechanism) at the prices in effect when such charges are incurred. You will also be responsible for paying any delivery costs and applicable taxes or surcharges relating to your purchases. You may only purchase products through the website for personal, non-commercial use.

Return and Refund Policy

 Australian Pet Nutrition will except no returns or refunds, we may at our discretion exchange a product if it is found to be defective or you received the wrong product, provided that you notify Australian Pet Nutrition via email info@australanpetnutrition.com.au, immediately the defective or incorrect product is noticed and the defective/incorrect product is kept for our scrutiny. Except for the foregoing, you may not return, cancel, or exchange any product purchased through the website.  Certain jurisdictions may provide additional statutory rights; nothing herein is meant to limit your return or cancellation rights under local law.

Upon submitting an exchange request pursuant to this provision, the purchased items shall remain at your risk until returned to Australian Pet Nutrition, and you are required to take reasonable care of the items until that time.  If defective/incorrect items are found to be damaged, you will be liable for the cost of remedying such damages or the replacement cost of the relevant items.  Please keep all packing material and documentation in the event that your product has to be inspected.

Our Returns Policy is based upon your rights under the Australian Consumer Law and provides you with additional benefits in addition to those rights under the Australian Consumer Law.

If you require a refund or replacement under any circumstances, the request must be made within 7 days of the order being received (this includes any products that may be missing from your order). Any requests made after this time will not be approved. 

Due to product viability we are unable to accept temperature sensitive items being returned due to change of mind. 

A refund or replacement may be provided if:

• You receive a faulty product. Note: Change in appearance does not always imply the product is faulty.

• You receive a product that has been damaged during transit (photo evidence required).

• You receive a product that was not what you ordered (photo evidence required).

• You have ordered a product incorrectly.

Conditions of approved refunds or replacements:

If we have approved a refund or a replacement and you are required to return the original product, it must be received by us within 7 days of approval and in a resalable condition. Returned products that are damaged during transit will not be replaced or refunded if packaged inadequately.

Refunds or replacements will be processed once we have received the original product back (if requested). Refunds will be processed via the same method used to purchase the products.

Approved returns must be clearly marked with the sender's name and order number. A free reply paid service address will be provided only when the return has been approved.

Once we receive your product back to our premises your refund will be reduced by the full delivery charge amount. This will be advised by the customer service consultant.

The cost of returning the product will be at the customer's expense, unless agreed otherwise.

A refund or replacement will not be provided if:

• You have opened the product.

• Returned goods are damaged in transit. Please take care to package returning goods appropriately.

• There has been a reaction to any products.

• There is a delay in delivery once it leaves our premises.

• There is an error made with respect to the delivery information provided when placing the order.

• An authority to leave without a signature resulting in a missing parcel.

• A temperature-sensitive product arrives at a warmer than the desired temperature, or is exposed to high temperatures after delivery.

• A product has been marked with price tags or other markings.

Please contact info@australianpetnutrition.com.au to make a claim for an exchange or refund.