1. Damaged or Incorrectly Shipped Products
At World For Pets we are committed to providing our customers with the best products and service. This policy details how to return a product to World For Pets.
If you have any questions, please speak to our Customer Service team by phoning 1300 787 743 or emailing [email protected].
Customer Service operating hours are Monday to Friday 8am to 4pm.
If your product is damaged in transit or incorrectly shipped, contact your Account Manager or our Customer Service staff. To expedite your return, we recommend that these products be returned to us within 14 days of purchase.
You will need the following information, most of which will be on your packing slip or invoice:
You will need to package and address the product for return. You can return the product to:
RSPCA Retail Operations
Locked Bag 3000
Archerfield BH Qld 4108.
We will test all products returned this way within 7 working days of receipt into our warehouse. Some products may need to be returned to the manufacturer for testing.
If you return a product because it was faulty but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If we (or the manufacturer) determine that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.
If you receive a product that is damaged in transit from us to you, you should:
If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.
If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If we (or the manufacturer) decide that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.
If the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.
2. All other Products
You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.
Address the item to the following address:
RSPCA Retail Operations
Locked Bag 3000
Archerfield BH Qld 4108.
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.
You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.
3. Unopened Product
Except for product sold on a "No Return Basis" we offer a 14-day return policy for product in its original, unopened and undamaged packaging.
You must contact our Customer Service staff within 14 days of shipping of the product to return a product in this way.
You will need to package and address the product for return. We will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.
For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs.
4. Faulty Product
If you receive a faulty product or the product develops a fault, you may be able to return it as faulty or damaged in transit if it is within 14 days of purchase. If not, it may be covered by the manufacturer's warranty. All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer?s warranty claim.
5. Manufacturer's Returns Policy & Warranty
Please note that all products, with the exception of clearance products are sold with a manufacturer's warranty, unless otherwise noted.
If a product purchased from World For Pets develops a fault after 14 days from original purchase and is within the manufacturer?s warranty period, we recommend that that in the first instance, you contact our Customer Service.
Please note that repair timeframes are subject to each manufacturer?s warranty repair service and may vary.
Return of faulty products
Return of non-faulty products
6. Opened Product
We will not accept any opened product for return unless the product is returnable under this policy.
Examples of opened products which we accept for return are:
7. No Return Basis Product
The term "no return basis" means that, unless the product is damaged in transit, incorrectly shipped or otherwise returnable under:
statutory warranty (e.g. if the product is faulty, does not match a description or sample, is unfit for purpose or unmerchantable), the product will not be accepted for return.
Examples of products sold on a no return basis include:
Examples of no return basis products which we would accept for a return are:
8. Processing Credits / Refunds
We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.
Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.
We will only issue refunds on request. For your security, all refunds will be made either by cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.
In some circumstances, a replacement product or repair will be offered instead of a full refund. We will consult with you and act in accordance with relevant warranties, other contracts and statutes. If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.
9. Returning a product to our stores
As an alternative, you can personally visit one of our World For Pets stores with the product you wish to return and a copy of the packing slip, invoice or other proof of purchase.
With the exception of unopened products we cannot process the return immediately but our sales staff will be able to tell you how long your return will take.