Refund policy

Last updated: 21 October 2026

We want you and your pet to be happy with your order. This policy explains when you can return a product and how refunds work. Nothing here limits your rights under the Australian Consumer Law.

1. Faulty, damaged or incorrect items

If your order arrives damaged, defective, not as described, or is not what you ordered, you are entitled to a remedy under the Australian Consumer Law. Contact us as soon as possible with your order number and a photo of the item and packaging. We will offer a replacement or a full refund, including the original shipping cost, and we cover the cost of returning the item if we ask for it back. For a major failure you may choose a refund or replacement.

2. Change of mind

We accept change-of-mind returns within 30 days of delivery if the item is:

  • unopened, unused and in its original, sealed packaging;
  • in resaleable condition with the label and batch details intact; and
  • accompanied by your order number or proof of purchase.

For safety and hygiene reasons we cannot accept change-of-mind returns for opened or used pet health products, or for items that have been stored incorrectly. Change-of-mind returns are refunded for the product price only. Original shipping fees are non-refundable, and you pay the cost of returning the item.

3. How to return an item

  1. Email with your order number and the reason for the return.
  2. We will reply within 3 business days with return instructions and a return address.
  3. Pack the item securely and send it using a tracked service. Please keep your tracking number.
  4. Do not send items back before we confirm, as unauthorised returns may not be accepted.

We cannot refund items lost in transit on their way back to us, so a tracked service is strongly recommended.

4. Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds go back to your original payment method within 5-10 business days, though your bank or card provider may take longer to show it. If you paid with a gift card or store credit, we may refund to store credit.

5. Exchanges

To swap for a different size or product, return the original item as above and place a new order. This is the quickest way to make sure the item you want is in stock.

6. Late, missing or lost orders

If your tracking shows delivered but you have not received your parcel, check with neighbours and your local post office, then contact us within 14 days of the delivery date. If your order is lost in transit, we will reship it or refund you in full.

7. Cancelling an order

To cancel before dispatch, email info@abbeylabs.com.au as soon as possible. If your order has already shipped, we cannot cancel it, but you may be able to return it under section 2.

8. Sale items and gift cards

Sale items follow this policy unless marked as final sale at the time of purchase. Gift cards are not refundable for cash, except where required by law.

9. Contact us

Abbey Animal Health Pty Ltd,
Unit 27 / 1 Maitland Place, Norwest, NSW 2153
info@abbeylabs.com.au
+61 2 8088 0720