Cancellations, Refunds, Returns and Exchange Policy
Contact Us First
If you have any issue with a product you have purchased please contact us within 2 weeks of receiving your parcel. If something needs to be sent back then we will allow up to 30 days to send back the goods. You can contact us via:
- Email – email@example.com OR firstname.lastname@example.org
- DO NOT contact us via facebook for product issues
Please include in your contact to us:
Your order number or name that the order was placed under.
Clear photos that show the issue with the product
Please give us a brief description of the issue
Allow 1 -2 business days for us to come back to you with a solution.
We will assess your issue and contact you the available options.
Time Frame for refunds
If a refund has been approved, please allow 7 - 10 days for the funds to arrive back to you.
If you are using Afterpay or Zippay then a refund will usually reflect a reduction in your payment and not money back or a store credit.
Australia Post - Visit a Branch
Temando - online door to door service(requires a printer and tape)
Ship 2 Anywhere - online door to door service(requires a printer and tape)
Ensure you package your returns in an appropriate package. Excessive freight costs due to poorly packaged items will not be accepted.
Damages caused by poorly packaged parcels will not be accepted.
DO NOT mark package as return to sender, your parcel may not arrive to us and we cannot process the refund or exchange if this happens.
DO NOT use any express or VIP or expedited service to return. Only standard low cost with tracking service should be used unless we advise otherwise. For example Australia post standard delivery comes with tracking.
Important: Demands for upfront refunds without evidence or proof of issue will be refused and may offend. Please work with us to complete the process properly and respectfully.
Vet Bed Orders
Vet Bed Orders are all custom cut to size per order. As they are a custom order in your particular design we cannot accept returns on these orders. Please choose carefully. If you need to return the bedding due to a product fault please contact us with details and photographs of the issue. If the bedding has been used in your cage, we cannot accept the bedding for hygienic reasons.
Should you require your order cancelled then you must contact us immediately. In most cases orders are fulfilled and dispatched extremely quickly and we may not be able to cancel your order in time, in which case please follow our Exchange of Goods and Incorrect Purchase section.
If your order is not able to be cancelled, please wait to receive your order and then contact us again.
DO NOT Mark the box return to sender - the parcel may get lost and we cannot refund you
DO NOT Leave the box at the post office to be returned to send - the parcel may get lost and we cannot refund you
Zippay and Afterpay orders can be exchanged or returned due to incorrect purchase however a store credit only will be issued instead of a refund in accordance with the exchange of goods and incorrect purchase section.
Faulty items or Damaged in Transit
If we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, immediately replace the product with an identical product.
We may require the item returned to us should we require an inspection prior to dispatching a replacement.
Should we not be able to dispatch a replacement we will then provide a refund.
Should we require an inspection prior to dispatch of replacement or refund, then the return costs are to be paid by the buyer which will then be refunded upon successful inspection and dispatch of replacement/refund. When sending back item please ensure you follow the acceptable options for return.
Stock items can be returned or exchanged at the buyers request. Please contact us via the method at the top to begin this process.
Items which cannot be returned are items that have made to order or cut to order items or any items which cannot be returned to its original condition, for example products which have been cut to size, or engraved products or anything which cannot be immediately used for the next customers order.
Return shipping and costs are are the responsibility of the buyer.
Restocking fee of $10 or 15% whichever is higher will be withheld from the refund in order to cover return costs to our warehouse which includes time, labour and data entry costs.
If your purchase was $100 + freight then we would refund $85 after receiving and inspecting the parcel.
Products must be unopened and unused to be eligible for return. Please keep your shipping receipt for proof of payment for shipping. Excess shipping fees will not be accepted if we find the packaging was unsuitable or the parcel has excessive empty space, we will make an appropriate estimation of freight that should have been paid . Please repack in an appropriate sized box or cut down the supplied box for the item you are returning or exchanging. Please follow our acceptable options for return.
Zippay and Afterpay orders can be exchanged or returned due to incorrect purchase however a store credit only will be issued instead of a refund in accordance with the above regardless how soon you contact us after your order.
Non returnable items
Non returnable items include but are not limited to:
Clearance and Sale Items
Items that are severely damaged or abused or misused
Where the unique product serial number has been obscured, defaced, removed or does not match records of stock carried at Guinea Pigs Australia
Items that are missing accessories, such as grids, cable ties etc
Cut to Order or made to order items
Opened food items
Items which are not in original packaging
Etched or otherwise personalised items
Returned to Sender & Redelivery Fees
If your parcel has been returned to us for any reason not limited to the below, this cost will be deducted from any refund requested or added to the cost of redelivery if redelivery is requested.
Parcels might be returned to us due to:
- Non pick up from post office
- Incomplete address or conflicting details on address
- Autocorrected address leading to wrong, incomplete or conflicting address
Redelivery Fees are charged at actual cost and not the flat rate on our website. See section below on why is return freight and redelivery more expensive.
Why is the freight to return items and redelivery fees more expensive?
Guinea Pigs Australia shares a portion of the actual freight charges for your order in an effort to make ordering your shopping basket more affordable. Your parcel may cost us $30 to send, but we may only charge $12.90 or $15. Our aim is to make Guinea Pig and Rabbit products more accessible to everyone.