Refund policy

Change of mind 

If you change your mind, you can return any non-perishable product purchased from us within 30 days of the date of purchase for an exchange of equivalent value or a refund. 

Change of mind returns must: 

Be in new and saleable condition. 

Have proof of purchase (sales receipt or invoice). 

Be in their original packaging. 

If proof of purchase (Sales receipt or Invoice) cannot be produced, the product will not be refunded or exchanged.  

Several types of goods are exempt from being returned due to change of mind. 

These exemptions cover perishable goods such as foods, supplements, animal health products and medications as well as electronic items such as electric clippers and pet fountains. 

  

Faulty or defective products 

All faulty or defective products must be accompanied by proof of purchase (sales receipt or invoice). 

If you have purchased a faulty product and the fault is deemed to be a manufacturing fault, we will replace the product with an identical product or refund the purchase price. 

This applies when the product: 

Has an issue that would have stopped someone from buying the item if the issue had been known prior. 

Is not of acceptable quality or unsafe. 

Is significantly different from the sample or description. 

Faulty/defective products purchased through our online store can be returned to physical stores for an exchange or refund (whichever is appropriate) or returned via post. 

Please note damage from excessive use will not be covered unless stated on product.  

 

Palatability Claims 

When a palpability guarantee is offered by the brand of the purchased product these guarantees must be stated on the product packaging or in some other form by the company/brand responsible for the purchased product. If there is no palatability guarantee by the brand, we will not refund or exchange the item for this reason. 

For a claim the below must be adhered to unless stated otherwise by the manufacturer. 

All products must be within the best before date for a claim to be processed. 

Products must be returned within 30 days of purchase.  

Accompanied by proof of purchase (Sales receipt or Invoice)  

Products must contain at least 2/3 of the original amount of the food purchased. 

  

Manufacturer Product Guarantees 

When a product comes with a manufacturer product guarantee it can be returned/exchanged in store or online if the required conditions are met. 

The guarantee must be stated on the product packaging or manufacturers website.  

Accompanied by proof of purchase (Sales receipt or Invoice)  

Must be returned within the guaranteed time frame stated on the packaging or within a reasonable time frame if there is not one provided by the manufacturer. 

All conditions stated in the product guarantee must be adhered to in order for the return to be accepted. This includes but is not limited to: The size of the Dog using the product, supervised play requirements and storage conditions. 

We take no responsibility for products with guarantees that require the items to be returned to the manufacturer by the customer. 

  

Online purchases 

All the above policies also apply to purchases made through our online store. An online customer has the option of returning the affected products to our physical stores or by shipping products. Provided the returned product meets the above requirements. 

Before returning online products, please email info@rspcaworldforpets.com.au