Toni’s Pet Station Refund and Returns Policy

Last Updated: 24/12/24

At Toni’s Pet Station PTY LTD, we are committed to providing the best possible care and service for our customers and the animals we sell. This Refund and Returns Policy outlines the terms and conditions regarding the return and refund of products and live animals. Please read this policy carefully before making a purchase.

1. General Refund and Returns Policy

• We are not required to provide a refund or replacement if you change your mind about a purchase.

• Refunds or returns are only considered in specific circumstances outlined below.

2. Returns and Refunds for Live Animals

1. Health Issues:

• If an animal is found to have a significant health issue within 48 Hours of purchase, the buyer must provide written documentation from a qualified veterinarian.

• Upon review and confirmation of the issue, we may offer a replacement or store credit at our discretion.

• Refunds will not be provided for health issues caused by improper care, negligence, or failure to meet the required care standards outlined at purchase.

2. Non-Returnable Conditions:

• Live animals cannot be returned for a change of mind.

• Animals sold in good health are not eligible for refunds or exchanges unless a significant issue is identified per the policy above.

3. Buyer Responsibilities:

• Buyers assume full responsibility for the health and care of the animal upon purchase.

• Toni’s Pet Station is not liable for injuries, illnesses, or stress-related issues arising after the animal has left our care.

• Refunds or replacements for fish or water-based animals are subject to our water condition requirements. Customers must ensure their tank conditions are optimal before taking their fish home, including proper pH levels and the absence of harmful substances like nitrates, nitrites, ammonia, and chlorine. Due to recent concerns with water quality in the Ningi and Bribie Island area, we highly recommend testing and conditioning your water before introducing new fish. Toni’s Pet Station guarantees our in-store tanks meet healthy water standards but cannot be responsible for changes in external environments.

4. Care Guidance:

• To promote the health and well-being of the animals, we offer comprehensive care guides and review heating, lighting, feeding, and enclosure needs with all buyers before purchase.

• Buyers must demonstrate an understanding of care requirements to qualify for purchase.

3. Returns and Refunds for Products

1. Major Problems:

• You are entitled to a refund, replacement, or repair if the product has a significant problem, including:

• A defect that would have stopped someone from purchasing the item if they had known about it.

• The item is unsafe.

• The item is significantly different from its description.

• The item does not perform as intended and cannot be easily fixed.

2. Minor Problems:

• For minor problems, we will repair the item within a reasonable timeframe. We may offer a replacement or store credit if a repair is impossible.

3. Non-Refundable Items:

• Products that have been opened or used, such as pet food and health items, cannot be returned or refunded unless they are defective.

4. Proof of Purchase:

• All returns or refund requests require a valid receipt or proof of purchase.

4. Non-refundable and Non-Returnable Items

• Custom Orders: Items specifically ordered or customised for a buyer are non-refundable.

• Live Animals: As stated, live animals cannot be returned for a change of mind.

• Opened Consumables: Opened or partially used pet food, health products, or other consumables are non-returnable.

• Medical Supplies and/or treatments: Change of mind, opened or partially used medical supplies and/or treatments are non-refundable and/or non-returnable

5. Process for Returns and Refunds

1. Initiating a Request:

• Contact us within the specified timeframe (7 days for live animals; 14 days for products).

• Provide proof of purchase and, if applicable, a veterinarian’s report for live animals.

2. Assessment:

• Our staff will assess all refund and return requests to ensure compliance with this policy.

• Decisions regarding replacements, store credits, or repairs are at Toni’s Pet Station’s discretion.

3. Resolution Timeframe:

• We aim to resolve refund or return requests within 7 business days of receiving all necessary documentation.

6. Contact Information

If you have any questions about this policy or need assistance with a return or refund, please contact us:

• Phone: 07 5429 5995

• Email: info@tonispetstation.au

• Address: Shop 1, 1224 Bribie Island Rd, Ningi, QLD 4511

By making a purchase at Toni’s Pet Station, you acknowledge that you have read, understood, and agreed to this Refund and Returns Policy.

Directly Message the team

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