Refund policy
Thank you for shopping at petlibroax.shop.
We want customers to understand clearly how returns, refunds, damaged products, defective products, incorrect items, and change-of-mind requests are handled.
This Return and Refund Policy applies to purchases made through petlibroax.shop.
For return and refund enquiries, contact:
Email: info@petlibroax.shop
Australian Consumer Law
Nothing in this Return and Refund Policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.
Australian consumer guarantees may provide customers with a repair, replacement, refund, or other remedy when goods fail to satisfy applicable consumer guarantees.
The appropriate remedy may depend on the nature and seriousness of the failure.
The voluntary conditions concerning change-of-mind returns described below do not replace or limit statutory rights concerning faulty, unsafe, incorrectly described, or otherwise non-compliant products.
30-Day Voluntary Change-of-Mind Return Period
In addition to applicable statutory rights, petlibroax.shop provides customers with a voluntary 30-day change-of-mind return period for eligible products.
A request for a voluntary change-of-mind return must be submitted within 30 days after delivery.
To request a return, email:
Your request should include:
- Your order number;
- The name used to place the order;
- The email address associated with the order;
- The product you wish to return;
- The reason for the return; and
- Photographs where relevant.
Please contact us before sending a product back.
Products returned without first contacting us may not be identifiable or processable.
Eligibility for Change-of-Mind Returns
To qualify for our voluntary change-of-mind return policy, the product should generally:
- Be returned within the 30-day return period;
- Be unused;
- Be unworn, where applicable;
- Be unwashed, where applicable;
- Be undamaged;
- Be in substantially the same condition in which it was received;
- Include original tags where supplied;
- Include original accessories and components where supplied; and
- Be returned with its original packaging where reasonably possible.
A proof of purchase or other information sufficient to identify the transaction may be required.
These requirements apply to voluntary change-of-mind returns and do not override statutory remedies for products that fail applicable consumer guarantees.
Change-of-Mind Exclusions
Subject always to rights that cannot legally be excluded, we may decline a voluntary change-of-mind return for:
- Products returned more than 30 days after delivery;
- Products showing signs of substantial use;
- Products damaged after delivery through misuse or improper handling;
- Products altered or modified after delivery;
- Products missing essential components because of the customer's actions;
- Personalised or custom-made products where acceptance of a change-of-mind return would not reasonably be appropriate;
- Hygiene-sensitive products that have been opened or used where resale would be inappropriate;
- Products clearly marked as non-returnable for change-of-mind purposes before purchase; or
- Products otherwise not returned in a condition reasonably suitable for a voluntary return.
A change-of-mind exclusion does not remove Australian Consumer Law rights where a product is faulty or otherwise fails a consumer guarantee. The ACCC has specifically warned retailers against representing that certain categories of goods can never receive statutory remedies merely because they are sale or clearance items.
Change-of-Mind Return Shipping Costs
For an approved voluntary change-of-mind return, the customer is generally responsible for the cost of returning the product to us unless we expressly agree otherwise.
Original shipping charges are not relevant to standard orders because petlibroax.shop provides free standard shipping.
We recommend using a tracked return delivery service where appropriate.
petlibroax.shop is not responsible for a voluntary return package that is lost because the customer selected an untracked or unsuitable return service, except where responsibility cannot legally be excluded.
Faulty, Defective, Unsafe, or Incorrect Products
If you believe that a product is:
- Faulty;
- Defective;
- Unsafe;
- Damaged before or during delivery;
- Incorrect;
- Missing material components;
- Materially different from its description; or
- Otherwise not compliant with applicable consumer guarantees,
please contact:
Please provide your order number and a description of the problem.
Photographs or videos may be requested where reasonably useful to assess the issue, but such a request will not be used to improperly deny rights available under applicable law.
Damaged Products
Customers are encouraged to inspect orders after delivery.
If an item arrives damaged, contact us as soon as reasonably practicable at:
Please provide:
- Your order number;
- A description of the damage;
- Photographs of the item;
- Photographs of the packaging where relevant; and
- Any other information reasonably required to investigate the issue.
We will review the circumstances and provide an appropriate remedy in accordance with applicable law and this policy.
Incorrect Products
If you receive a product different from the product ordered, please contact:
Do not use or dispose of the product before receiving instructions where reasonably possible.
We may arrange an appropriate replacement, return, refund, or other solution depending on the circumstances.
Missing Items
If your order appears to be missing an item, please first check:
- The contents of all packaging;
- The order confirmation;
- Any separate shipment information; and
- Available tracking information.
Some orders may be delivered in separate packages.
If an item remains missing, contact:
Major and Minor Problems
The Australian Consumer Law distinguishes between different types of failures when determining available remedies.
Where a major problem exists, consumers may have the right to choose certain remedies, including a refund or replacement.
For a problem that is not major, the supplier may generally have an opportunity to provide an appropriate remedy within a reasonable time.
Nothing in this policy changes any rights available under the Australian Consumer Law.
How to Start a Return
To start a return, email:
Use your order number in your message whenever possible.
We will review the request and, where appropriate, provide return instructions.
Do not send products to an address obtained independently from an internet search, payment statement, parcel label, or other source without first receiving return instructions from us.
A return must be sent in accordance with the return instructions supplied for the relevant order.
Return Authorisation
Receiving return instructions does not automatically guarantee a refund.
Returned products may be inspected after receipt to confirm:
- The identity of the product;
- The reason for return;
- The product's condition;
- Whether the return qualifies under our voluntary change-of-mind policy; and
- Whether another statutory or contractual remedy applies.
Statutory consumer rights will not be denied merely because a product does not satisfy voluntary change-of-mind conditions.
Refunds
Once an approved return has been received and assessed, we will process the applicable refund.
Where reasonably possible, refunds will be issued to the original payment method used for the purchase.
The time required for a processed refund to appear in a customer's account may depend on the payment provider, bank, card issuer, or financial institution.
Refund Amount
For an approved full refund, the refund will generally include the amount paid for the relevant returned product.
Where a partial refund is appropriate, the amount will be determined according to the circumstances and applicable law.
No provision of this policy permits us to impose an unlawful deduction from a statutory refund.
Return Shipping for Faulty Products
Where a product fails to comply with applicable consumer guarantees, responsibility for reasonable return or collection costs will be handled in accordance with applicable Australian law.
Customers should contact us before arranging return shipping so that appropriate instructions can be provided.
Refunds Without Return
In certain circumstances, we may determine that returning a product is unnecessary.
If this applies, we will provide instructions directly to the customer.
Customers should not dispose of an item for which a refund or replacement is requested unless instructed to do so or unless disposal is necessary for safety reasons.
Exchanges
Where an exchange is available, customers may contact:
Exchange availability may depend on product inventory.
Where an identical replacement is unavailable, another appropriate solution may be offered.
Statutory rights are unaffected.
Sale and Promotional Items
Products purchased during sales or promotions may qualify for our voluntary 30-day change-of-mind policy unless clearly stated otherwise before purchase.
Regardless of any voluntary policy restriction, statutory remedies that apply under the Australian Consumer Law continue to apply to discounted and sale products where relevant.
Gift Purchases
Where an item was purchased as a gift, we may require information allowing us to locate and verify the original transaction before processing a return or refund.
Refunds will normally be made to the original payment method unless another arrangement is required by applicable law.
Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
We will attempt to accommodate cancellation requests where reasonably possible.
However, once an order has entered processing or has been dispatched, cancellation may no longer be possible.
In that situation, the customer may need to wait for delivery and then request a return in accordance with this policy.
Refund Delays
If you have received confirmation that a refund has been processed but the funds are not yet visible, please allow time for your payment provider or financial institution to complete its processing.
If a reasonable processing period has passed, contact:
Abuse of the Return Process
We reserve the right, to the extent permitted by law, to investigate suspected abuse of our voluntary return system, including:
- Fraudulent return claims;
- Substitution of products;
- Deliberate damage;
- Returning products not purchased from petlibroax.shop; or
- Repeated misuse of voluntary change-of-mind privileges.
This provision does not permit us to deny legitimate rights under applicable consumer law.
Contact Us
For any return or refund question, contact:
petlibroax.shop
Email: info@petlibroax.shop
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