REPLACEMENT & REFUND POLICY
Chipoff exists for one purpose: to enrich the lives of pet owners and their pets. We make every effort to ensure that we carry a good range of products sourced from within Australia and overseas to meet your every need.
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from ChipoFF is found to be defective, or it does not meet your needs, ChipoFF will happily replace the product, or offer you a refund.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
WHAT IS THE CHIPOFF REFUND POLICY?
If you change your mind about a product you have purchased from us, you can return that product to us within 30 days of purchase and we will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.
See below for more information regarding online returns and delivery charges.
WHAT IS CHIPOFF’S DELIVERY REFUND POLICY?
If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you.We will not however refund delivery charges if the item is returned simply because it is unwanted.
FAULTY OR DEFECTIVE PRODUCTS
If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you,) return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty 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 (and delivery price, if any).If however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement or refund. In many situations, this will be a simple assessment by our staff or for online purchases the customer service team. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
AS PART OF ANY ASSESSMENT, WE LOOK AT THE FOLLOWING:
If the product has been damaged through abnormal use: Unfortunately ChipoFF can not offer a refund or replacement where the product has sustained damage due to abnormal use as identified by ChipoFF.
HOW DO I RETURN A PRODUCT?
THERE ARE TWO WAYS YOU CAN RETURN A PRODUCT:
Please email [email protected] with: your name, contact details and invoice number & details to arrange return of the product by courier.
If you require further assistance please contact us by email [email protected] or write to Chipoff, PO Box 3271, Port Adelaide. Adelaide. South Australia. 5015.
Any cost incurred by you in returning the product to ChipoFF will be borne by you.
Do I need to show receipts to return or refund a product?
For us to process a return or refund, we will require proof of purchase.
- Your invoice at the time of purchase generated from your account will be sufficient proof of purchase.
- The tax invoice you received with your purchase as an online order;
- A printed copy of the order confirmation email that you received when placing your order online; or
- Another acceptable proof of purchase.
If you are returning a product via courier, send an email to [email protected] for processing and include:
Your name, contact details, invoice number and description of the product being returned. Include proof of purchase in the courier package.
WHAT ARE MY RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW?
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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, ChipoFF is entitled to choose between providing you with a replacement or other suitable remedy. Any cost incurred by you in returning the product to ChipoFF will be borne by you.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. ChipoFF adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The time frames set out in this policy are considered fair and reasonable given the types of products sold.