RETURNS AND REFUNDS

Whelping Supplies Pty Ltd handles returns and processes refunds in accordance with Australian Consumer Protection legislation.

Return and Credit Policy

If you wish to return your order, please notify us within 7 days of purchase with a valid reason for return. Due to the medical nature of our products and the associated risk of transference of contaminants (such as pathogenic microorganisms, viruses, toxins, spores, fungi, and other bio-active substances), we do not accept returns on the basis of “change of mind.”

“Change of mind” includes, but is not limited to:

• Finding the product cheaper elsewhere.
• Deciding you do not like or want the purchase.
• Realising the product is no longer needed.
• The product wasn't used.

If you believe a product is eligible for a return due to an issue other than “change of mind,” please contact us within 7 days of purchase with your reason for return. Some products, such as opened consumables (e.g., sterile items, liquids, powders, and certain supplements), are not eligible for return due to hygiene and handling requirements.

We assess return requests for credits on a case-by-case basis, and whelpingsupplies.com.au reserves the right to authorise or decline such requests at our discretion.

Approved Returns:

• Approved return items must be returned within 7 working days of authorisation in original packaging, undamaged, and fit for resale.
• Return shipping charges are the customer's responsibility unless the product was faulty or sent in error.
• Upon receiving returned items, we will inspect them for odour, damage, and condition. Items deemed fit for resale will be eligible for a store credit or refund at our discretion. Items that do not meet these standards will not be eligible for refund or credit, and you will have 14 days to arrange return shipping at your cost, or the product may be disposed of or donated.

Faulty or Incorrect Items

If you receive an item that is faulty or differs from what was ordered, please notify us within 7 days of purchase. We may request proof of fault and reserve the right to inspect items to confirm eligibility for refund or replacement. Faulty or incorrect items should be returned in original, unopened packaging to qualify for a replacement. In such cases, Whelping Supplies Pty Ltd will cover the return shipping costs.

Items Lost or Damaged in Transit

If your item was damaged in transit, please notify us within 7 days of receiving your order. Contact us with photos of the damage, the packaging, and your order details. We will assess the issue and, if approved, arrange for a replacement or refund. We may request that the damaged item be returned to us, in which case Whelping Supplies Pty Ltd will cover the return shipping costs.

For orders sent via Australia Post, if an item is damaged in transit or a parcel is lost, the recipient must lodge a case with Australia Post. Australia Post parcels are insured for a value of up to $100, and the original packaging must be presented at an Australia Post Office for inspection if the claim is for damage. Whelping Supplies Pty Ltd will support your claim and assist you throughout this process.

Refunds

Approved refunds will be processed promptly and made using the same method of payment as the original purchase. Please note that all refunds are issued at the discretion of whelpingsupplies.com.au.