Thank you for shopping at Burwood Bird & Animal Hospital. If there is a problem with your purchase, we are here to help.

Burwood Bird & Animal Hospital Returns Policy

Change of Mind:
We do not accept returns of a product if you have simply changed your mind about purchasing it or if you have ordered an incorrect product.

Damaged or Faulty Goods:
If you receive a faulty product from us or an item that was damaged in transit, providing it meets the criteria below) you have 30 days from purchase to return an item.
-Item must be in original condition.
-Item must be in original/unopened packaging.
-Item must have proof of purchase.

In order for a return to go ahead, we will to inspect the item and agree that it was not damaged through abnormal use. If it wasn’t damaged through abnormal use, with your agreement, you will be offered a replacement, refund (including where applicable - delivery charges) or in the case of a minor fault, you may be offered a repair.

Palatability Guarantee:
Some of the brands of food we offer have a palatability guarantee. This is a manufacturer’s guarantee that your animal will like and eat their food. Any returns will need to be approved by the manufacturer.

Brands that we stock that offer a palatability guarantee include:
-Delicate Care

The remaining portion of food will need to be sealed and returned to the clinic, within 30 days of purchase.
The volume of food remaining will need to be deemed reasonable in order to be eligible for a return.
Burwood Bird & Animal Hospital reserves the right to rescind this offer based on transactional history.

Medications:
Any medications dispensed by one of our veterinarians cannot be refunded.

Pickup Orders:
Any orders placed for pickup must be collected within 2 weeks from the order completion date. If not collected in this timeframe your order will be refunded less a $20 restocking fee.

How to return an item:
There are 2 ways to return an item to the clinic.
In-person, during clinic operating hours.
Via post/courier service at your own expense.
The clinic is located at: 128 Highbury Rd, Burwood, VIC, 3125.

Your rights under Australian Consumer Law:
Our goods come with guarantees that can not be excluded under Australian Consumer Law. You are entitled to a refund or repair for a major fault or if an item was incorrectly described. 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.

Shipping Policy:
In most cases, items will be shipped within 2 business days of you placing an order. Shipping times may vary due to public holidays, or general shipping delays caused by weather or other such events that are out of our control.

We use Australia Post and Sendle. While we do everything in our power to help resolve issues we are ultimately not responsible for their services.
If a mistake is made with our packing services, we will endeavour to correct this mistake within a reasonable time frame.

Free Shipping Policy:
Orders for free shipping are shipped with either Australia post or Sendle. Free shipping applies to orders that meet all of the following criteria;

  • Under 5kg total order weight
  • The total shipping Length is less than 30cm
  • The total shipping Height is less than 30cm
  • The total shipping Width is less than 30cm
  • Total order value (pre-discount) of over $100
  • No Discount codes have been applied
  • Shipped to an Australian Address

Discounted shipping rates apply to orders that meet one of the following criteria and have a total order value of over $100;

  • Over 5kg total order weight
  • The total shipping Length is over 30cm
  • The total shipping Height is over 30cm
  • The total shipping Width is over 30cm
  • No Discount codes have been applied
  • Shipped to an Australian Address

Still have questions?
We are here to help! Please contact the clinic with your problem and we will do our best to help.
Email: admin@pet-shop.au Call: (03) 9808 9011