Returns Policy

Returns Policy

Love your pet and support your vet by shopping with us online at Vets Love Pets. At Vets Love Pets we make every effort to ensure that we stock an extensive range of products to meet your pet care needs.

This policy has been established to give you the comfort of knowing that we are here to deliver a great shopping experience for our customers. Subject to the conditions set out below, if any product you purchase from Vets Love Pets is found to be defective Vets Love Pets will happily repair or replace the product, or offer you a refund.

This policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.

 

Returns Terms & Conditions

  • If you bought the product online from us and the product is defective or damaged in transit, please contact our friendly customer representative team at [email protected] or give us a call on (02) 8320 3086 so we can assist you.

  • Please note that 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. This policy does not apply to valid palatability claims related to Royal Canin and Hills Pet Nutrition products, these have a separate policy, please contact our customer service team regarding these products.  

  • If you received a damaged shipment or product, please email photos of the damaged item to us at [email protected], include your invoice number and name, and we will work with you to resolve the issue as quickly as possible.

 

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.