Refund policy
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from PetJoint is found to be defective, or it does not meet your needs, PetJoint will happily repair or replace the product, or offer you a refund.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
What Is The PetJoint Refund Policy?
If you change your mind about a product you have purchased from us, you can return that product to us within 30 days of purchase and we will issue you a store credit for the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.
What Is PetJoint’s Delivery Charge Refund Policy?
If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not however refund delivery charges if the item is returned simply because it is unwanted.
Any cost incurred by you in returning the product to PetJoint will be borne by you. Shipping costs are non-refundable. If you chose to receive a refund, the cost of initial shipping and the cost of return shipping will be deducted from your refund.
Faulty Or Defective Products
If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you,) return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any). If however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by our warehouse staff or for online purchases the customer service team.
As Part Of Any Assessment, We Look At The Following:
(1) If there is a minor fault:
Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. PetJoint and/or the manufacturer can instead decide to replace the product or refund the purchase price.
(2) If there is a major fault:
If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, or repair.
(3) If the product has been damaged through abnormal use:
Unfortunately, neither PetJoint nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by PetJoint, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
(4) If the product has been damaged by your pet:
Unfortunately, neither PetJoint nor the manufacturer can offer a refund or replacement where the product has been damaged by your pet. If repair is possible, it would be at your direction and cost.
(5) If the product has been damaged due to extreme weather events:
Unfortunately, neither PetJoint nor the manufacturer can offer a refund or replacement where the product has been damaged due to extreme weather events. If repair is possible, it would be at your direction and cost.
How Do I Return A Product?
There Are Two Ways You Can Return A Product:
(1) Take the product to our Campbellfield warehouse (Address: 24 Capital Link Drive, Campbellfield, VIC 3061) to return the product in person.
(2) Please email email@PetJoint.com.au with: your name, contact details and order number & details to arrange return of the product by courier.
If you require further assistance please contact us by phone on +61390187387 or write to PetJoint, 24 Capital Link Drive, Campbellfield, VIC 3061.
Do I need to show receipts to return or refund a product?
For us to process a return or refund, we will require proof of purchase. So please quote your order number in all your communications or provide us the order number when returning the product at our warehouse. Order number is located in the order confirmation email you receive from us.
What Are My Rights Under The Australian Consumer Law?
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.
Where a failure does not amount to a major failure, PetJoint is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to PetJoint will be borne by you.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. PetJoint adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.
