Refund policy
REFUNDS & RETURNS POLICY
The Rabbit Doctors (ABN 69 725 739 561) (we, us, our, or The Rabbit Doctors) make every effort to be fully transparent at all times. Accordingly, we have developed this Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns applying to both our online and physical stores.
Returns and refunds
If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.
Your entitlement to a refund or replacement
You will be entitled to a refund or replacement where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or replacement if an item has a major problem, or it was wrongly described in our item listing (for example, the wrong colour). We do not provide refunds or replacements if you change your mind.
In the event that you believe that you are entitled to a refund or replacement, you must first email us (shop@therabbitdoctors.com.au), and provide us with:
- your full name and address;
- the original order number or receipt; and
- the reason for claiming the refund or replacement.
Please note that we will not offer you a refund or replacement if you have modified the item, misused the item contrary to user instructions or packaging labels, not stored the item correctly, or you were made aware of the problem(s) before you purchased it.
Natural Variations
We do not accept returns where the claimed problem is a natural variation in the item. For example (without limitation) if there is a change in flavour, texture, colour or a rabbit will not eat or respond to an item as it previously did.
When we sell 100% natural products, there will be some natural variations in the material. For example (without limitation) when we sell hay, it is common that there is rain damage. This is a natural variation in the product and does not constitute a defect.
Returning items to us
If you wish to return an item to us, we recommend that you do so as soon as possible after becoming aware of the issue, prompting your request for a refund or replacement.
Delayed claims for refunds or replacements may lead to your request for a refund or replacement being rejected.
We reserve the right to assess the condition of a returned item prior to offering a refund or replacement. This may result in a refund or replacement being refused by us including but not limited to situations where the item is not in its original condition.
Replacement and refund valuation
You may be entitled to a refund equal to the price you paid for the item. All replacements will be a new version of the same item.
In some instances, we may agree to offer you an exchange for another item of similar value.
The value of a returned item is determined by the amount paid and listed on your invoice or receipt. If you are exchanging for a new item, the value of the item is determined by the price listed online or in store at the time your exchange is processed.
Exchanges are subject to availability. If another item is not available at the time, you will receive a refund or store credit in our absolute discretion.
How to return items
The Rabbit Doctors take no responsibility for items that are returned but become lost or not delivered to us. If you are concerned about loss or damage in transit, you should consider adding tracking or insurance to your return shipping. However, this is at your sole discretion, and The Rabbit Doctors make no representations or warranties in relation to the security of returned item/s.
Upon receipt of the item/s, we will inspect them and if they are returned in accordance with this Refunds & Returns Policy and if we are satisfied that you are entitled to a refund or replacement, we will issue you with a refund or replacement.
We reserve the right to assess the condition and age of the returned items prior to offering a replacement, exchange, credit, refund or repair.
If we have approved your refund or replacement, then you should send the item/s to our clinic at 888 Sydney Rd, Coburg North VIC 3066 with attention to The Rabbit Doctors Shop.
Return delivery charges
We recommend you return the item to us via a method that allows delivery to be tracked. All shipping costs will be the responsibility of the customer, until such time that we have confirmed that there is a fault with any items.
Provision of refunds or replacements to you
If after assessing the condition of the returned item/s, your refund is approved, we will send you an email confirming that your refund will be issued. Please allow 5 business days for refunds to be processed (longer during sales periods).
All refunds will be issued via the same payment method used to purchase the items. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within 5 business days of us notifying you that a refund has been issued.
Enquiries
Please email us if you have any questions regarding our Refunds & Returns Policy.
Refunds & Returns Policy last updated on 7 June 2021.