Refund policy
Last updated: [Date]
At Vetria, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help.
Change of Mind Returns
We accept change-of-mind returns within 30 days of receiving your order provided that:
- the item is unused
- in its original packaging
- unopened (where applicable)
- in resalable condition
- accompanied by proof of purchase
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Faulty or Damaged Products
If your product:
- arrives damaged
- is faulty
- is defective
- is incorrect
please contact us within 7 days of receiving your order.
Where required under Australian Consumer Law, we will offer:
- replacement
- repair
- refund
depending on the circumstances.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Opened pet food
- Opened supplements
- Opened animal health products
- Prescription products (where applicable)
- Clearance or final sale items
- Gift cards
unless required under Australian Consumer Law.
Refund Process
Once your returned item has been inspected, we'll notify you of the outcome.
Approved refunds will be processed back to your original payment method within 5–10 business days.
Shipping charges are non-refundable unless the return is due to our error or a faulty product.
How to Request a Return
Please contact:
Vetria Customer Support
Email: [support email]
Include:
- Order number
- Product name
- Photos (if damaged)
- Reason for return