Refund policy

Our Returns Policy is based upon your rights under the Australian Consumer Law and provides you with additional benefits in addition to those rights under the Australian Consumer Law.

If you require a refund or replacement under any circumstances, the request must be made within 7 days of the order being received (this includes any products that may be missing from your order). Any requests made after this time will not be approved. 

Due to product viability we are unable to accept temperature sensitive items being returned due to change of mind or no longer requiring the product. 

• You receive a faulty product. Note: Change in appearance does not always imply the product is faulty.
• You receive a product that has been damaged during transit (photo evidence required).
• You receive a product that was not what you ordered (photo evidence required).
• You have ordered a product incorrectly.

If we have approved a refund or a replacement and you are required to return the original product, it must be received by us within 14 days of approval and in a resalable condition. Returned products that are damaged during transit will not be replaced or refunded if packaged inadequately.

Refunds or replacements will be processed once we have received the original product back (if requested). Refunds will be processed via the same method used to purchase the products.

Approved returns must be clearly marked with the sender's name and order number. 

Once we receive your product back to our premises your refund will be reduced by the full delivery charge amount. This will be advised by the customer service consultant.

The cost of returning the product will be at the customer's expense, unless agreed otherwise.

A refund or replacement will not be provided if:

• You have opened the product.
• Returned goods are damaged in transit. Please take care to package returning goods appropriately.
• There has been a reaction to any products, as we cannot know how any individual animal will react.
• There is a delay in delivery once it leaves our premises. Once it is with Australia Post, it is outside of our control.
• There is an error made with respect to the delivery information provided when placing the order.
• An authority to leave without a signature resulting in a missing parcel.
• A temperature-sensitive product arrives at a warmer than the desired temperature or is exposed to high temperatures once delivered.
• A product has been marked with price tags or other markings.

Please contact info@canineceuticals.com.au to make a claim for an exchange or refund.