Returns

Caring for your pet should be simple, rewarding, and backed by support you can trust.

Vets Love Pets is committed to providing high-quality products and a dependable shopping experience for every customer. 

We proudly support the veterinary community and strive to offer a broad and reliable range of pet care products to meet your needs.

This Returns Policy is designed to give you peace of mind when shopping with us. Should a product you receive be faulty, not as described, or otherwise not meet acceptable standards, we will gladly offer a repair, replacement, or refund, in accordance with the conditions outlined below.

This policy operates in addition to your rights under Australian Consumer Law. Our goal is to ensure you feel supported and confident in every purchase you make with us.

Returns Terms & Conditions

Non-pharmaceutical products

We accept returns for up to 30 days from delivery date, providing it is unopened and in original condition (including packaging). For these purchases you can return your order for exchange or store credit.

You can return your order for a refund if the item is faulty, not fit for the intended purpose or not as pictured on the website. Items returned after 30 days may not qualify for a refund.

The customer is responsible for the cost of an item's return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.

A Vets Love Pets customer service representative must be contacted before returning goods. We can only offer refunds when we have arranged pickup and return.

Refunds can take up to 10 business days to appear in your bank account, depending on your bank’s processing times.

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting. If you require further information about our refunds policy please see our Terms of Use.

Pharmaceutical products

We cannot accept change of mind returns for prescription products, given that there are laws that prohibit the resale of medication. Please make your selections carefully, and double-check your order before submitting.

Damaged Or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to support@vetslovepets.com.au, include your order number and name, and we will work with you to resolve the issue.  

What do I do if an item I would like to purchase is Out of Stock?

If a product you would like to order is listed as "Out of Stock" please email us and we can provide you with more information about when it will be available. Some products may appear as "Out of Stock" but our suppliers may be able to place a special order. If you have already placed the order and for some unexpected reason the manufacturer is unable to supply the goods (or the goods are on backorder) we will contact you to let you know as soon as possible. We will let you know when the order is expected to arrive and what your options are regarding this. If you have any further questions about out of stock items, please contact us.

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, Vets Love Pets is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Vets Love Pets 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. Vets Love Pets adopts 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.