Refund policy

We want you to be completely satisfied with every item that you purchase from us. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law.

When to return a product?

When there is a problem

We are committed to honouring consumer guarantees under the Australian Consumer Law. This means we will assist you if goods:

• are or become faulty through no fault of your own;
• are not fit for a stated purpose or a purpose you made known to us;
• do not match our description or sample; or
• have defects that were not obvious or we did not bring to your attention.

If the fault is minor or can be repaired then we may choose to repair the goods or give you a replacement. If the fault is serious or cannot be repaired then you can choose to have a refund, get a replacement or similar item or keep the goods but get some money back in compensation.

You may be asked to demonstrate that the problem with the goods was not your fault.

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, Member's Account transaction history, or online purchase transaction history or some other acceptable form of proof of purchase.

Change of mind

We will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

• be returned within 7 days of purchase;
• be unused, undamaged, in original packaging with all accessories and instruction manuals and in resalable condition;
• be returned together with any free or bonus item or gift with purchase that was given to you together with the product at the time of purchase; and
• not be a gift card or gift voucher.

The unwanted product must be returned to us either via post or in person to our store. For online transactions, all ‘change of mind' transactions will be processed as a refund; you are then able to place another order in your own time for a replacement product from our online store.

How do I return a product purchased online?

Items purchased from our online store can be returned via post to:

Cameron Vets,
Springwood Place Shopping Centre
Shop A01, 4 Mullimar Way
Gawler East SA 5118

Please contact: cvsonline@cameronvets.com with all returns and fill out the return form here.

How long will my refund take?

Please allow seven business days for the return to be processed after your item arrives at our Online Warehouse. Please note, items purchased from the Clearance category are not eligible for return/refund.

Damaged Items Returns Policy

Unfortunately, neither CVS Online nor the manufacturer can offer a refund or replacement where the product has sustained damage as a result of abnormal use. This includes products that have not been used correctly or in accordance with the applicable manufacturers instruction or user manual. If repair is possible, it would be at your direction and cost. Items that have been damaged as a result of abuse, misuse, chewed or not being used correctly or in compliance with the applicable manufacture instructions or user manual may not be subject to a refund.

Faulty Returns

If the goods received are faulty or damaged, please notify CVS Online as soon as possible via email at cvsonline@cameronvets.com and state the order number, product code and damage details. Please ensure the packaging and contents are in its original condition. Once the faulty items are returned, an assessment will be completed and if the product is deemed faulty, CVS Online will refund the cost of the goods to the payment method used to purchase the goods. To be eligible for a full refund, please return the goods within 7 days from the date it was delivered to you.

Items Damaged in Transit

If you receive a defective product from us that you believe has been damaged in transit, please make contact with us immediately via email at cvsonline@cameronvets.com. You can return the product to us within 7 days of receipt. Once received, we will inspect the product and if we agree the product is likely to have been damaged during transit (and unlikely to have occurred through abnormal use), we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (including delivery costs incurred by you if any).