Shipping and Returns

DELIVERY

At Healthy Pet Co we offer Australia wide delivery and endeavour to dispatch orders within two business days after placement of the order using third party carriers (such as Australia Post). However, this is an estimate only and there may at times be a delay in dispatching your order (for example during peak times or in the event unforeseen or unavoidable circumstances outside of our reasonable control arise). 


We make no guarantees as to the expected delivery times for your Product(s) post-dispatch or with respect to the delivery services of our third party carriers.  

We will deliver the Product to the delivery address specified in your order. You are solely responsible for ensuring that you have included the correct shipping details and address when placing orders for Products. If you opt in to contactless delivery (if available), this authorises the delivery driver to leave your parcel in a safe location at the delivery address. Title to and risk in the Product(s) will pass to you upon delivery of the Product(s) to your specified delivery address (including by contactless delivery if applicable).


RETURNS POLICY 

Refundable products: 

We accept returns and offer a full refund for Products returned to us within 14 calendar days or 10 business days (whichever is the greater) from the date of delivery of Products (Return Period) in the following situations:

a) your Product arrives damaged or is the subject of a recall; 
b) you have received the wrong Product due to a mistake made on our end and the Product you received is unopened, undamaged, is in the original packaging and in saleable condition; or 
c) your Product was undelivered or lost in transit. 

      Notwithstanding the above, Products returned to us after the Return Period will not qualify for a refund, unless otherwise approved by us in writing (and may be subject to a restocking fee).  

      Ineligible Products: 

      Unfortunately, we cannot accept the return of any of our Products (nor provide a refund) in the following situations: 

      a) you have not submitted a claim to us and returned the Product within the Return Period; 
      b) you have opened the Product; 
      c) your pet(s) do not like the Product(s) (including as a result of taste, dietary requirements and/or allergies); or 
      d) your shipping address was incorrect.  

      How to submit a request for Refund: 

      To request a refund, you can contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and comply with our requests (which may include sending order details, receipts, tracking numbers, photographic proof of damaged Products and/or other information as is reasonable to support your claim).  

      If you are not sure whether you are entitled to a full refund, please contact our Customer Service team via the live chatbot widget or by email via orders@healthypetco.com.au and we will work with you to resolve the issue.  

      Upon accepting a request for return, our Customer Service team will issue you with a return number and details for returning the Product to us.  

      You will be responsible for the cost of returning the Product to us unless otherwise notified by us in writing.  

      Consumer Law Guarantees 

      Our Products also come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Consumer and Competition Act 2010) (ACL), including guarantees that the Products will be of acceptable quality.  

      If you receive Products from us that do not comply with the ACL, you must contact our Customer Service team via the live chatbot widget or by email via info@healthypetco.com.au us with proof of purchase (i.e. a receipt) and follow our instructions for the return of the Product to us for inspection (at your cost) (Disputed Product). 

      Upon inspection, if we consider that the Disputed Product has a major failure under the ACL, we will provide you with a replacement or refund for that Product (at your election) and any compensation to which you are entitled under the ACL for any other reasonably foreseeable loss or damage. 

      Upon inspection, if we consider that the Disputed Product provided to you has a minor failure, we will provide you with a replacement or refund for those Products (at our election). 

      To the extent permitted by law, Healthy Pet Co reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect by you. 

      RETURNS PROCESSES

      All returns processes to be initiated within 7 days of receipt of goods.
      If it is not an Eastern error, then shipping is borne by HPC.
      If is not an HPC error, then shipping is borne by client.

       A. Damaged goods

        • Email orders@healthypetco.com.au
        • Attach photos of damages
        • HPC order number as reference
        • Refund is supplied to client
        • Eastern are made aware of damages and refund HPC

      Shipping

        • Option 1:
        • HPC approve the return and supply a prepaid postage label
        • Client to return goods to address as supplied
          Option 2:
        • Client keeps the goods, and Eastern ship new item

      B. Incorrect items

        • Email orders@healthypetco.com.au
        • Attach photos of all items in package
        • HPC order number as reference
        • Eastern are made aware of incorrect item

          Shipping
        • Eastern ship correct item to client
        • Shipping is for Eastern’s costs

      C. Change of mind

        • Email orders@healthypetco.com.au
        • HPC order number as reference
        • Refund is supplied to client

          Shipping
        • HPC approve the return and supply a postage label for return
        • Client to return goods to address as supplied 

      Example of shipping label


      Contact us      : If you have any questions or complaints, please contact our Customer Service team via the live chatbot widget, or at: 

      Mail: PO Box 371, Niddrie VIC 3042  Australia 
      Website: https://www.healthypetco.com.au/pages/contact  
      Email: orders@healthypetco.com.au 
      Phone: +61(3) 9967 2233