This policy is applicable to Vetanica products purchased online at vetanica.com.au.

Effective Date: 01 Jan 2025

At Vetanica, we're committed to delivering high-quality pet wellness products. If you're not entirely satisfied with your purchase, we're here to help.

1. Change of Mind

We understand that sometimes you may change your mind. If you've purchased directly from our website and wish to return an item:

Timeframe: You have 14 days from the date of delivery to initiate a return.

Condition: Items must be unopened, unused, and in their original packaging.

Exclusions: For health and safety reasons, we cannot accept returns on:

• Opened or used products
• Perishable goods
• Gift cards
• Sale items

Please Note: Return shipping costs for change-of-mind returns are the responsibility of the customer.

2. Damaged or Faulty Items

If your order arrives damaged, faulty, or incorrect:

Action: Please contact us within 48 hours of receiving your order.

Process: Provide your order number and clear photos of the issue.

Resolution: We will offer a replacement, exchange, or full refund, including any shipping costs incurred.

3. How to Initiate a Return

To start a return, please:

• Email us at hello@vetanica.com.au with your order number and reason for return.
• Await confirmation and further instructions from our customer service team.
• Once approved, send the item(s) to the address provided.

Important: Do not send items back without prior authorisation, as this may result in delays or inability to process your return.

4. Refunds

Once we receive and inspect your returned item:

• Approval: We'll notify you of the approval or rejection of your refund.
• Processing: Approved refunds will be processed to your original payment method within 5–10 business days.
• Delays: Please note that your bank or credit card company may take additional time to post the refund.

5. Exchanges

If you wish to exchange an item:

• Follow the return process outlined above.
• Once your return is approved and received, place a new order for the desired item.

6. Contact Us

For any questions or concerns regarding returns and refunds:

Email: hello@vetanica.com.au

Address:

Vetanica

Office D11, Level 1, 888 Brunswick Street New Farm, QLD, 4005

We value your trust and are dedicated to ensuring your satisfaction with every Vetanica purchase.