Returns Policy

Refund Policy of From Pasture To Pet

 

This Refund Policy ("Policy") applies to the following purchases: www.frompasturetopet.com.au

 

1. General

 

(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer

Law and on the terms set out in this Refund Policy ("Policy").

 

(b) Any benefits set out in this Policy may apply in addition to consumer's rights under

the Australian Consumer Law.

 

(c) Before making a purchase, please read this Policy so that you can understand your rights

and what you can expect from us if you are not satisfied with your order.

 

2. Australian Consumer Law

 

(a) Under the Australian Consumer Law:

 

(i) Our goods and services come with guarantees that cannot be excluded under the

Australian Consumer Law. For major failures with the service, you are entitled

(A) to cancel your service contract with us; and

(B) to a refund for the unused portion, or to compensation for its reduced value.

(ii) You are also entitled to choose a refund or replacement for major failures with

goods. If a failure with the goods or a service does not amount to a major failure,

you are entitled to have the failure rectified in a reasonable time. If this is not done

you are entitled to a refund for the goods and to cancel the contract for the service

and obtain a refund of any unused portion. You are also entitled to be compensated

for any other reasonably foreseeable loss or damage from a failure in the goods or

service.

 

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer

Law.

 

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect

consumers when they buy products and services.

 

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees

which it provides. If there is an inconsistency between this Policy and the Australian

Consumer Law, the Australian Consumer Law will prevail.

 

(e) Further information about the Australian Consumer Law and these Consumer Guarantees

is available from the website of the Australian Competition and Consumer Commission.

 

(f) If a product or service which you purchased from us has a major failure (as defined in

the Australian Consumer Law) then you may be entitled to a replacement or refund. You

may also be entitled to compensation for any reasonably foreseeable loss or damage

resulting from that major failure.

 

(g) If a product or service which you purchased from us has a failure which does not amount

to a major failure (as defined in the Australian Consumer Law) then you may still be

entitled to have the goods repaired or replaced.

 

3. Cancellation and Change of Mind

 

(a) In the event that you receive the products or services you have purchased, as stated, but

that you simply change your mind, we may, at our discretion, offer you a refund or

exchange, provided that:

 

(i) You notify us within 14 days of receipt.

(ii) The following conditions are satisfied:

a) Product has not been opened and all contents are in the packet.

b) Product is undamaged and in a resalable condition.

c) Product to be returned at consumers expense.

(iii) Only products purchased will be eligible for refund, shipping price will not be refunded.

 

4. Products Damaged During Delivery

 

(a) In the event that the product you ordered has been damaged during delivery:

(i) Please contact us as soon as possible.

(ii) Any damaged product must be returned in the condition in which it was received,

together with any packaging and other items which you received with the damaged

product.

 

(b) We will arrange to repair or collect the damaged product and replace it with an equivalent

product, or to refund it, provided that you have contacted us within 7 days from the date of

receiving the product.

 

5. Exceptions

 

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair,

replacement or refund for a product or service purchased by you if:

(i) You misused the said product in a way which caused the problem.

(ii) You knew or were made aware of the problem(s) with the product or service before

you purchased it.

(iii) You asked for a service to be done in a certain manner, or you asked for alterations

to a product, against our advice, or you were unclear about what you wanted.

(iv) Any other exceptions that apply under the Australian Consumer Law.

 

6. Shipping Costs for Returns

 

(a) In the event that a product you have purchased fails to meet one or more Consumer

Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the

said product (the "Returned Product") back to us, as well as any cost of shipping any

replacement product to you.

 

(b) If the Returned Product can easily be shipped or returned, then you are responsible for

organising for the Returned Product to be returned to us. If the Returned Product is eligible

for a repair, replacement or refund under the terms of this Policy (including under

the Australian Consumer Law) then we will reimburse you for the reasonable postage,

shipping or transportation costs for the Returned Product.

 

(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and

returned by you, and is believed to be eligible for a repair, replacement or refund under the

terms of this Policy (including under the Australian Consumer Law), then we will organise

for the postage, shipping, transportation or collection of the Returned Product, at our cost.

 

(d) In the event that we organise and pay for the inspection, postage, shipping, transportation

or collection of a Returned Product, and it turns out not to be eligible for a repair,

replacement or refund under the terms of this Policy (including under the Australian

Consumer Law), then you will be required to pay the costs of any inspection, postage,

shipping, transportation or collection of the Returned Product.

 

7. Response Time

 

(a) We aim to process any requests for replacements or refunds within 5 working days of return.

 

8. How to Return Products

 

(a) You can contact us at the end of this Policy to discuss a return using the information.

 

(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form

as the original purchase or to the same account or credit card used to make the original

purchase.

 

(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase.

 

(d) You may be required to provide a government issued identification to qualify for a refund,

repair or replacement.

 

9. Contact Us

 

(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements,

please contact us at: info@frompasturetopet.com.au