Returns and Refunds

Your rights under Australian Consumer Law come first, and nothing on this page limits them.

If something is wrong with your order

If a product is faulty, arrived damaged, is not what was described, or we simply sent the wrong thing, you are covered by the consumer guarantees in Australian Consumer Law.

• There is no time limit on this. The 7-day window further down applies to changing your mind, not to a fault.
• It does not matter whether the pack has been opened.
• We pay the return postage.
• Depending on the situation you are entitled to a repair, a replacement or a refund.

Contact us at info@avw.au with your order number and, if you can, a photo. A photo makes a damage claim much faster to sort out.

If you have changed your mind

This is a courtesy we offer, not something the law requires of us, so it comes with conditions:

• The item must be unopened and still sealed.
• You need to let us know within 7 days of delivery.
• Return postage is yours to pay.
• Once we have it back and confirmed it is resaleable, we will refund it.

Opened products cannot be accepted back for change of mind. We are a wholesaler of veterinary products and we cannot resell something once its seal is broken. That is not a policy preference — it is the reason the condition exists.

Outside the 7 days we cannot accept a change-of-mind return. If something is actually wrong with the product, that is a different matter entirely and has no time limit.

What we cannot refund

• An order delivered to an address that was entered incorrectly at checkout.
• An order left somewhere on your own authority-to-leave instruction and later gone missing.
• An opened product, unless there is a genuine fault with it.

How to start a return

Sign in and open the order in your account, or email info@avw.au quoting your order number. You can raise a fault with us at any time, by either route.

Please wait until we have approved the return before posting anything back — a parcel that arrives before we are expecting it is much harder for us to match to you.

Your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.