Refund policy
PLEASE NOTE THIS RETURN POLICY REFERS TO AUSTRALIAN ORDERS ONLY. FOR INTERNATIONAL ORDERS, PLEASE SEE THE BOTTOM OF THE PAGE.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You will need to pay for return shipping and we may also charge a 10% restocking fee. To request a refund login to your account via this link:
You can always contact us for any return question at hello@farmcitypets.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For items which arrive incorrect or defective, we offer free returns/exchanges. Please email hello@farmcitypets.com.au with photos and a description of the issue.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food or treats), custom products (such as special orders or personalised items), and personal care goods (such as some grooming products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@farmcitypets.com.au.
Credit Card Chargebacks
In the event of a chargeback being placed on an already delivered order, you will be required to return the goods in the case that your chargeback is approved, and no evidence is submitted of the items being defective (if your items are defective please email us with evidence so we can process a refund). We will send you a return label so the goods can be returned in unused condition. Failure to do so will result in debt collection action being taken to recoup the full order amount (most credit card companies require this as part of the chargeback agreement which you will agree to). Please contact us prior to applying a chargeback on your order as we offer Free Returns for items which have not arrived in as described condition.
Our Money Back Guarantee
If you received your item and are not satisfied with it, you are entitled to a full refund if your product arrives damaged or faulty. We are committed to honouring our obligations under the Australian Consumer Law. This means you can choose a refund or replacement if a product has a major problem. This is where the product:
- Has a problem (defect) that would have stopped someone from buying the item had they known about it;
- Is not of acceptable quality or unsafe;
- Is not fit for purpose;
- Is significantly different from the sample or description;
- Doesn't do what we said it would upon first usage, or what you asked for and can't be easily fixed.
If the problem is not major (unusable or unsafe), we will at our discretion give you a refund or store credit.
Refunds will not be issued for items that worked upon receiving and have been used multiple times.
If you received your item and are not satisfied with it, you are entitled to a refund if your product arrives damaged or faulty. We are committed to honouring our obligations under the Australian Consumer Law. This means you can choose a refund or replacement if a product has a major problem. This is where the product:
Refunds are only available if your product arrives not as described in the written product description, it is broken when arrives or if it never arrives (all of our products are tracked so refund claims will not be offered where tracking shows it as delivered or In Transit - Order address information is the buyer's responsibility and is not edited in any way before being added to products for delivery).
To be eligible for a full refund, your item needs to be inspected and approved via photos or videos emailed to hello@farmcitypets.com.au
All refund requests need to be verified before our Refund Process can be initiated, and refund requests which do not have photos and measurements as requested will not be accepted.
When emailing defect refund requests please include your Order Number as well as detailed photos showing the damaged item, upon receipt we will assess the provided evidence and advise if you are eligible for a return. In the case of incorrect sizes, please send photos as well as measurements of the item as per the measuring chart on the product description. We will email you to inform you if your refund request was successful, as well as any reasons for rejecting the request if necessary. If successful we will email you instructions for returning the item. In these cases we will pay for shipping and send you a postage label for return.
Once we receive the item back, we will inspect the item and then decide whether we will issue a refund or credit depending on your preference. Refunds are issued at our discretion. The original return reason included in your defect request must be validated by the product inspection once received back. Items must be in as new condition when returned (items that show heavy signs of usage will not be eligible for a refund as we cannot verify when the defect occurred).
Please see the ACCC website for more information regarding your refund rights:
https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
If you received the wrong item, please contact us within 48 hours of delivery. We will refund all your payment upon return of the incorrect goods. We may offer you an exchange at our discretion.
PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.
DISCLAIMER: Farm City Pets takes no responsibility for our products not suiting you and your pet's individual needs. Please read the product descriptions carefully, and email hello@farmcitypets.com.au or message us on our chat channel to ask any questions prior to purchase if you need further clarification regarding product details. We can make no recommendations on whether our product will suit your requirements, we can only describe the product to make your own assessment. We make no guarantees that the item will fulfill any assumptions you may have made regarding it's quality or usage, outside of the information provided in our product description on our website.
Delivery Delays
Farm City Pets takes no responsibility for delivery delays caused by postal and courier services. We are proud to offer Free Shipping on all products to cover any delays you may experience. Refunds will not be issued for delayed deliveries unless the item is lost in transit (as confirmed by the courier company).
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@farmcitypets.com.au
INTERNATIONAL ORDERS (OUTSIDE OF AUSTRALIA)
Farm City Pets does not accept change of mind returns for International orders, we are happy to provide refunds for defects and items which have been sent in error. To process an international (outside of Australia) return, you will need to submit photos of the defect or incorrect item to be approved for a return.