Returns and Refunds

RETURNS & REFUNDS

---- 

Items damaged on delivery;

You are required to notify Qoni Pets within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

Change of mind;

Our change of mind policy lasts 30 days from the date of delivery. If 30 days have gone by since you received your item, unfortunately we cannot offer you a refund or exchange for change of mind.

To be eligible for a change of mind return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase.

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not qualify for refund.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds;

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at support@qonipets.com

 Exchanges;

We only replace items if they are defective or damaged within the 12 month warranty period. If you need to exchange it for the same item, send us an email at support@qonipets.com and send your item to Qoni Pets, PO Box 148, Riverwood NSW 2210.

 

Shipping;

If you are required to return your product, you should mail your product to Qoni Pets, PO Box 148, Riverwood NSW 2210.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.