Returns Refunds Exchanges
RETURNS REFUNDS STORE CREDIT EXCHANGES & WARRANTIES
You are welcome to return your items within 30 days from receipt, and request a refund in full
To be eligible for a return, your item must be in the same condition that you received it in;
• unworn + unused, with hang tags/labels, free from any damages/marks and in its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@vetnpro.com
A returns & refunds application form will be emailed to you to complete and send
back to us
Include the reason for the request for a refund and description of any issues incl photos if possible.
Each request is reviewed by us and you will be notified via email within 1-2 working days with the outcome of the request - this may take longer should additional information or photos as part of the application are required.
This application form is an integral part of the process especially concerning oversize overweight class goods which can cost hundreds (or thousands!) of dollars to return to our warehouse.
If your return is accepted, shipping costs are the responsibility of the buyer, unless the goods are faulty or not as described or not fit for purpose.
Should this be the case, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Alternatively you can post the goods back to us once the return is approved, and forward the tracking number - on receipt of the goods you will be reimbursed for the postage costs*.
RETURN ADDRESS:
VETNPRO/ Voorst Saddlery Australia
PO BOX 3 Smythesdale VIC Australia 3351
CHANGE OF MIND
If your request for a refund is due to a change of mind we are not obligated to provide a refund - however will assess each on its own merit for eligibility. Postage costs for changes of mind are the responsibility of the purchaser and are non refundable
Items sent back to us without first requesting a return will not be accepted
You can always contact us for any refunds & return questions at info@vetnpro.com we will reply to your query usually within 1-2 hours
BEFORE UNPACKING:
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Carefully check the outer packaging on arrival for any damages (and take photos to forward to us if necessary) prior to opening the parcel.
Should there be substantial damage which may affect the contents of your shipment, you are welcome to refuse the package so the Courier can return it to the depot and a claim for damages can be initiated. Please note this may take some time to be processed with the costs of the shipment being reimbursed to you by the shipping company should they be liable
Minor small marks dents scratches may occur during transit to any parcel big or small - these can at times not be avoided due to movement within carriers during transport whilst in motion.
Wholesale Orders:
Payment for wholesale orders is to be made in 2 stages:
1) 40% Deposit on order placement
2) 60% Instalment on completion of goods prior to dispatch
Note: PayPal is not available as payment method for Wholesale Orders - for more info please contact us
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants, animal feed products which are opened), custom products (such as special orders or personalized items), and personal care goods (such as beauty/health products).
Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Goods which are in transit cannot be refunded until they have arrived at your location - so they can be returned to us.
If you would like a refund on an item which is still in transit;
• please await its’ arrival, then contact us via email to request the refund and arrange the return delivery as per the above returns & refund process.
Exchanges
If you would like to exchange any products the fastest way to do so is to contact us at info@auberondogsuppliesaustralia.com
Please let us know the reason for the exchange and the replacement product you would like to change it over to.
We can then confirm if the required item is available in stock and post this to you
Any difference in the product price will be refunded or invoiced prior to the replacement being posted to you.
Postage for exchanges are the responsibility of the purchaser unless the goods are faulty or not as described or not fit for purpose.
STORE CREDIT:
In some instances requests for refunds are eligible for a store credit or partial refund and store credit only - this may be for several reasons incl but not limited to;
• The goods have incurred marks damages breakages or been otherwise compromised (not incl any damages resulting from shipping processes) and therefore the goods can no longer be sold or need to be significantly reduced in price to be sold
• The goods have been used, show signs of use, and or are no longer in the original condition they were sent in
• The goods have been affected in a manner which reduces its’ original value in any way
• The Hang Tags, product packaging is missing and cannot be replaced for resale ▪️If you prefer a Store Credit rather than a refund, please advise us via email
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too - sometimes up to 14 working days for some payment providers
The transfer of the refund is out of our control once we have issued it, after which the payment provider is responsible for the clearance of the refund back into your account.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@vetnpro.com
You are welcome to return your items within 30 days from receipt, and request a refund in full
To be eligible for a return, your item must be in the same condition that you received it in;
• unworn + unused, with hang tags/labels, free from any damages/marks and in its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@vetnpro.com
A returns & refunds application form will be emailed to you to complete and send
back to us
Include the reason for the request for a refund and description of any issues incl photos if possible.
Each request is reviewed by us and you will be notified via email within 1-2 working days with the outcome of the request - this may take longer should additional information or photos as part of the application are required.
This application form is an integral part of the process especially concerning oversize overweight class goods which can cost hundreds (or thousands!) of dollars to return to our warehouse.
If your return is accepted, shipping costs are the responsibility of the buyer, unless the goods are faulty or not as described or not fit for purpose.
Should this be the case, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Alternatively you can post the goods back to us once the return is approved, and forward the tracking number - on receipt of the goods you will be reimbursed for the postage costs*.
RETURN ADDRESS:
VETNPRO/ Voorst Saddlery Australia
PO BOX 3 Smythesdale VIC Australia 3351
CHANGE OF MIND
If your request for a refund is due to a change of mind we are not obligated to provide a refund - however will assess each on its own merit for eligibility. Postage costs for changes of mind are the responsibility of the purchaser and are non refundable
Items sent back to us without first requesting a return will not be accepted
You can always contact us for any refunds & return questions at info@vetnpro.com we will reply to your query usually within 1-2 hours
BEFORE UNPACKING:
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Carefully check the outer packaging on arrival for any damages (and take photos to forward to us if necessary) prior to opening the parcel.
Should there be substantial damage which may affect the contents of your shipment, you are welcome to refuse the package so the Courier can return it to the depot and a claim for damages can be initiated. Please note this may take some time to be processed with the costs of the shipment being reimbursed to you by the shipping company should they be liable
Minor small marks dents scratches may occur during transit to any parcel big or small - these can at times not be avoided due to movement within carriers during transport whilst in motion.
Wholesale Orders:
Payment for wholesale orders is to be made in 2 stages:
1) 40% Deposit on order placement
2) 60% Instalment on completion of goods prior to dispatch
Note: PayPal is not available as payment method for Wholesale Orders - for more info please contact us
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants, animal feed products which are opened), custom products (such as special orders or personalized items), and personal care goods (such as beauty/health products).
Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Goods which are in transit cannot be refunded until they have arrived at your location - so they can be returned to us.
If you would like a refund on an item which is still in transit;
• please await its’ arrival, then contact us via email to request the refund and arrange the return delivery as per the above returns & refund process.
Exchanges
If you would like to exchange any products the fastest way to do so is to contact us at info@auberondogsuppliesaustralia.com
Please let us know the reason for the exchange and the replacement product you would like to change it over to.
We can then confirm if the required item is available in stock and post this to you
Any difference in the product price will be refunded or invoiced prior to the replacement being posted to you.
Postage for exchanges are the responsibility of the purchaser unless the goods are faulty or not as described or not fit for purpose.
STORE CREDIT:
In some instances requests for refunds are eligible for a store credit or partial refund and store credit only - this may be for several reasons incl but not limited to;
• The goods have incurred marks damages breakages or been otherwise compromised (not incl any damages resulting from shipping processes) and therefore the goods can no longer be sold or need to be significantly reduced in price to be sold
• The goods have been used, show signs of use, and or are no longer in the original condition they were sent in
• The goods have been affected in a manner which reduces its’ original value in any way
• The Hang Tags, product packaging is missing and cannot be replaced for resale ▪️If you prefer a Store Credit rather than a refund, please advise us via email
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too - sometimes up to 14 working days for some payment providers
The transfer of the refund is out of our control once we have issued it, after which the payment provider is responsible for the clearance of the refund back into your account.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@vetnpro.com