POSTAGE & SHIPPING
VegePooch uses Australia Post and E-go courier for our product delivery. Postage charges are determined by the total weight of your order. If you wish to order over the 20kg maximum calculated rate, please contact us before placing your order so you can be advised of correct freight costs to your area.
Charges are calculated per order for postage and handling to the address you specify anywhere within Australia. Unfortunately at this time, we DO NOT accept orders from nor do we ship outside of Australia.
**We all know that expensive shipping is always a hassle, so we are offering FREE Delivery on all orders totaling $120.00 or more within Sydney Metropolitan Area only.
We make every effort to deliver your order as quickly as possible. In-stock items will be posted the next business day, however if we are waiting on items for your order, please allow three to seven business days for delivery. Please allow up to ten working days for delivery before contacting us. Items ordered together will be sent together, with the exception at times of large bulk items which may be sent separately. We will notify you if any item is not in stock or cannot be shipped within seven days.
We guarantee that your order will be well packaged and will leave our premises in excellent condition. However, after we hand your parcel to Australia Post, we cannot and do not accept any liability for orders lost or damaged whilst in their care. The onus is on Australia Post or other carriers for any loss or damage caused during shipping. Should such loss or damage occur please contact Australia Post Customer Service section on 13 13 18 (13 11 18 for business users). Australia Post Registered Post has some added protection and some insurance coverage if the parcel is lost.
VegePooch or VegePals PTY LTD. offers no warranty on products above that which is offered by the relevant manufacturer.
Please note: The return policy does not apply to pet food and treats, unless there is an exception reason.
Return requests will ONLY be accepted via email or post so that both parties have a written record.
Return of defective items:
Any product that has been used according to the intention and specifications stipulated by the manufacturer and has been subsequently found defective will be replaced, repaired or refunded (in the form of a credit note) by VegePooch, if returned within 14 calendar days of the original invoice date.
Return of items damaged by your or your pet:
Please note that we are unable to refund, repair or exchange items that either you or your pet have damaged through incorrect installation, misuse, unintended use, or intentional damage. Please note that under these conditions, having the item replaced will be at your own cost.
In lieu of a return, contact VegePooch via email at firstname.lastname@example.org. Please return your defective item to us in its original and undamaged packaging, along with a copy of your original receipt and the packaging slip that came with your order, as well as all accessories, manuals, videos, or documentation, etc.., that accompanied your purchase.
We will examine the goods for defects and replace, exchange or refund defective items as warranted by our return policy. Any refunds will be issued in the form of a 60 day credit note. If a product is deemed to be faulty after the 14 day return period, normal warranty conditions as applicable for that product will apply. It is the customer's responsibility to incur all costs and to follow warranty instructions as stated on the product warranty card as specified by the manufacturer. VegePooch will endeavor to assist with warranty claims as required.
Original and return shipping charges are non-refundable and items must be returned in their original and undamaged packaging in new, unused and resalable condition at the customer's expense. A 15% restocking fee will be deducted from the original purchase price and the balance will constitute the value of your credit note.
VegePooch reserves the right to refuse a return if the returned item is not received in new, unopened and resalable condition, complete with all accessories, documentation, videos, etc., as originally accompanying your purchase. It is the customer's responsibility to ensure returns are safely and securely packaged to ensure they are not damaged in return transit. Registered post is recommended. Used or incomplete items or items damaged in return transit will not be accepted for credit. Please note that unacceptable returns will be sent back to the customer at the customer's request and cost.
Steps in the return process:
1. Contact VegePooch via email at email@example.com.
2. Package the item(s) for return securely, along with all product packaging, accessories, documentation, etc., that accompanied your original purchase. Include a copy of your original invoice and packing slip.
3. Ensure that your package will arrive to us within 14 days of the original invoice date.
4. Post the item - via the most economical postage method available - back to us. As we cannot replace or refund returns we do not receive, we recommend registered post for parcels with contents over a $50 value.
5. When the item has been received within 14 days of the original invoice date, VegePooch will examine it for defects and post a replacement product to you. If a replacement product is not available, you will be issued with a refund.
Please note that returns will not be accepted if the above conditions (and any specific product conditions that apply) have not been met.
Return of "Change of Mind" or "Not Suitable" Items:
VegePooch does not provide refund if you have changed your mind or made an error in your order.
Return of Sale Items:
Unless proven defective or damaged where not described as defective or damaged, we regret we are unable to accept the return of sale items.
All orders are automatically processed via PayPal. While we understand that orders may sometimes need to be changed or cancelled, we incur irreversible fees and administration costs during this process, so we are unfortunately unable to cancel orders free of charge once your payment has been processed.
We strictly adhere to the following cancellation policy:
If you cancel your order before it has been shipped, a cancellation fee of 5% is applicable and will be deducted prior to credit.
We regret we are unable to cancel orders that have already been dispatched, and a subsequent return will be subject to applicable re-stocking/administration fees as outlined in the returns section above.
Orders which are “Refused at Delivery” will be treated as a "Change of Mind" as outlined above.
Should you need to cancel or amend your order, it is important you contact us as soon as possible, as any delay may result in a dispatched order which is unable to be cancelled or changed.
Important Notes for All Returns:
Refunds and exchanges apply only to products purchased directly from VegePooch. Any refunds or warranties mentioned in the description for any individual product on this website will supersede our Refunds and Exchanges Policy where applicable. Additionally, any specialized Manufacturer's Guarantee or Warranty will supersede our Refunds and Exchanges Policy, and in some cases returns and repairs may have to be arranged directly with the Manufacturer.
Please note that returns will not be accepted if these conditions (and any specific product conditions that apply) have not been met.
All products to be returned must be in their original and undamaged packaging with all accompanying documentation and accessories, and be returned within 14 calendar days of our written agreement to return the product(s). Please enclose a copy of your original invoice, packaging slip and a note explaining the reason for your return. Return shipping is at your own cost - we recommend registered post for parcels with contents over $50 value, as we are unable to refund, replace or credit returns we do not receive.
Please note that returns will not be accepted, and VegePooch reserves the right to withhold credit funds, or to refuse refund, if the conditions (and any specific product conditions that apply) have not been met.
We reserve the right to make a deduction on your refund amount for any damage sustained to either the returned product or its packaging, accompanying documentation, or accessories - regardless of whether this damage has been caused by yourself during use of the product or during return transit to us.
If the product returned by you is damaged to the point it is deemed unsalable, we reserve the right to refuse to refund. The cost of returning the product back to you is at your own expense and the product will be held until your return postage payment has been received. Items that have been refused refund will be held for a period of three months pending your payment for return postage, before being deemed abandoned and subsequently disposed.