Refund policy

Out of Scope

• Pharmaceuticals purchased through RSPCA Victoria’s veterinary clinics
• Items purchased from RSPCA Victoria Op Shops

Policy

Returns
You have 14 days to return an item from the date you receive it.

• To be eligible for a return, your item must be unused and in the same condition that you received it
• Returns are not available on change of mind purchases
• Pharmaceutical lines sold through all RSPCA Victoria retail outlets, Flea and Worming and Prescription Food are not available for return
• Your item must be in the original packaging
• Your item needs to have the receipt or proof of purchase
• RSPCA Victoria Staff will inspect the item and process your refund. The money will be refunded to the original payment method you’ve used during the purchase.
• For credit card payments, it may take 5 to 10 business days for a refund to show up on your credit card statement
• If the product is damaged in any way, or you have initiated the return after 14 days have passed, you will not be eligible for a refund

Faulty Products

If your item has a major problem/fault, you are entitled to a replacement or refund. Examples of faultiness are when the product:

• has a problem that would have stopped you buying it had you known about it
• is significantly different from the description of the product or
• doesn’t do what we said it would do,

These specifications do not include damage caused by misuse or returns simply due to change of mind.

RSPCA Victoria reserves the right to refuse to provide a refund, or replacement if the problem has, for instance, arisen because the product was misused by the customer.

Online Purchases Returns

You can return items that you have purchased online for an exchange or refund within 14 days of receiving your item. If you require a return or exchange on your order, please reach out to our team at onlinestore@rspcavic.org.au. The items must meet the Return policy criteria stated above to qualify for an exchange or refund. All items purchased online must be returned to our Online Retail Department, located at RSPCA Victoria, 3 Burwood Highway, Burwood East, VIC, 3151. A refund or exchange will then be facilitated via our ecommerce platform. We cannot accept returns or exchanges at our Animal Care sites. For exchange the items must be returned at your cost and the replacement item will also be sent at your cost. Our team member will assess the items and determine whether a refund or exchange will be offered in accordance with this Refund Policy. Refunds will be issued to the original payment method you’ve used during the purchase. Exchange or return is not available on clearance lines. To organise a return or exchange please contact RSPCA Victoria on 03 9224 2222 or email onlinestore@rspcavic.org.au