Returns Policy

This Returns Policy compliments your rights under the Australian Consumer Law because The Vet Group is committed to ensuring you are satisfied with your purchase, whether through our online store or traditional purchase channels. Please read the following carefully to ensure you are fully aware of your rights under this policy and The Vet Group’s obligations to you.

Incorrectly dispatched items

If you have been sent an incorrect item, The Vet Group will pay for return freight on the incorrect item and ship you the correct item with no additional charge. Please contact our customer service team on 1300 838 700 arrange collection of the incorrectly dispatched goods.

Change of mind returns

If you wish to return an item because it is no longer required or you have changed your mind, The Vet Group will offer a refund less a 10% restocking fee provided that:

  • You return the item within 14 days of purchase;
  • The item is returned in its original packaging in resaleable condition;
  • You provide your original The Vet Group invoice at the time you return the item

Return shipping costs are the responsibility of the purchaser. Goods may be returned in person to any of the The Vet Group’s clinics during normal office hours.

The Vet Group reserves the right to assess the condition of returned goods and refuse to offer a refund if the above conditions are not met.

Faulty Items

If you believe that an item you have purchased through our web store may be faulty or does not perform as advertised, we will offer a replacement, repair or 100% refund provided that:

  • You return the item within 14 days of purchase;
  • You provide your original The Vet Group invoice at the time you return the item

If these requirements are not satisfied The Vet Group reserves the right not to offer an exchange or refund.

The Vet Group will pay return freight on faulty or incorrect items, and ship a replacement item at not extra charge.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address below and need to be accompanied with supporting evidence.

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.

The Vet Group reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please contact our customer service team on 1300 838 700 if you have any questions regarding