Refund and Returns Policy

At Equinnovate Pty Ltd, we are committed to providing quality products and services to meet the unique needs of the equine veterinary industry. If you are not completely satisfied with your purchase, we are here to help.

Consumer Guarantees

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.

Returns

You have 30 days from the date of delivery to return an item for a refund or exchange if it is unused and in its original packaging. This policy does not limit your rights under Australian Consumer Law.

To initiate a return, please contact us at contact@equinnovate.com.au with your order number and details of the product(s) you wish to return. We will provide you with instructions on how and where to send the returned items.

Refunds

Once we receive your return, we will inspect the item(s) and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original payment method.

Refunds will be processed within 7-10 business days after we receive and inspect the returned product.

Damaged or Defective Items

If you receive an item that is faulty, damaged, or does not meet the guarantees under Australian Consumer Law, please contact us immediately at contact@equinnovate.com.au. We will provide a remedy, including a replacement, repair, or refund, depending on the issue. We will also cover any return shipping costs for faulty or defective items.

Change of Mind

We are not required to provide a refund or return if you simply change your mind. However, we offer 30-day returns for change of mind on selected items, provided they are unused and in their original packaging. Exclusions apply for certain products, such as opened pharmaceuticals and custom items.

Non-Returnable Items

Some products cannot be returned due to safety or hygiene reasons, except in the case of a fault. These include but are not limited to:

• Opened pharmaceuticals or medical supplies
• Perishable goods
• Customized or personalized items
• Clearance or final sale items

Shipping Costs

You will be responsible for paying shipping costs for returning an item, except in the case of faulty or defective goods, where we will cover the shipping costs. Shipping costs are non-refundable.

Contact Us

For any questions or concerns regarding your refund or return, please reach out to our customer support team at contact@equinnovate.com.au