Refund policy

Refund & Returns Policy

1. Australian Consumer Law Guarantees Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns We do not typically offer refunds if you simply change your mind (e.g., you bought the wrong pellet size or your animal prefers a different brand). However, we may offer a Store Credit or Exchange at our discretion if:

  • The item is returned within 14 days of purchase.

  • The item is in original, sealed, and salable condition.

  • You provide valid proof of purchase.

3. Feed & Perishables (Important) Due to strict quality control and biosecurity standards, we have specific conditions for feed returns:

  • Open Bags: We cannot accept returns on open bags of feed unless there is a proven manufacturing fault (e.g., mold or contamination upon opening).

  • Palatability (Taste): We do not refund feed simply because an animal refuses to eat it, unless the specific product carries a manufacturer's "Palatability Guarantee."

  • Storage & Pests: Claims regarding infestation (e.g., weevils) or spoilage must be made within 48 hours of purchase/delivery. We cannot be responsible for feed quality once it has been stored on your property, as environmental factors (moisture, heat, rodents) are beyond our control.

4. Cold Chain & Veterinary Products

  • Vaccines & Refrigerated Goods: For safety reasons, no returns can be accepted on refrigerated items once they have left the store, as we cannot verify the cold chain was maintained.

5. Heavy Goods & Return Shipping

  • If you are returning an item due to a change of mind, you are responsible for the transport costs. Given the heavy nature of stockfeed, we strongly recommend returning items in-store.

  • If an item is faulty or we delivered the wrong product, we will cover the cost of the return or arrange a pickup.