Refund and Returns Policy

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Refund and Returns Policy

1. General

(a) We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).

(b) Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.

(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

(a) We offer refunds and replacements in accordance with the Australian Consumer Law.

(b) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(c) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(d) If a product which you purchased from us has a major defect (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund.

3. Cancellation and Change of Mind

(a) We do not offer any refund or replacement if you change your mind, or find the same product or service cheaper elsewhere.

4. Products Damaged During Delivery

(a) In the event that the product you ordered has been damaged during delivery:

(i) Please contact us as soon as possible or within 2 days of receipt of product.

(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

(b) We will arrange to replace the damaged product with an equivalent product, or to

refund it, provided that you have contacted us within 2 days from the date of receiving the product.

5. Exceptions

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a replacement or refund for a product purchased by you if:

(i) You misused the said product in a way which caused the problem.

(ii) You knew or were made aware of the problem(s) with the product or service before you purchased it.

(iii) Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns

(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost towards replacement only. us, as well as any cost of shipping any replacement product to you.

(b) If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

7. Response Time

(a) We aim to process any requests for replacements or refunds within 2 days of receipt of notice.

8. How to Return Products

(a) You can contact us at the end of this Policy to discuss a return using the information.

(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

(c) To be eligible for a refund or replacement, you must provide proof of purchase.

(d) You may be required to provide a government issued identification to qualify for a refund or replacement.

9. Contact Us

(a) If you wish to contact us about this Policy or about any refund or replacements, please contact us at: orders@petnest.com.au.