Refund policy
At Wallington’s WRG, we want you to be happy with your purchase. If something isn’t right, we’re here to help.
This policy explains how we handle returns, refunds, exchanges, faulty products and change-of-mind returns for purchases made from Wallington’s WRG.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the problem.
For example, a product may fail to meet a consumer guarantee if it:
- is faulty or not of acceptable quality;
- is not fit for its normal purpose or a purpose you made known to us before purchase;
- does not match its description, sample or demonstration model; or
- is unsafe.
For a major problem, you may generally choose between a refund or replacement. For a minor problem, we may choose to repair, replace or refund the product as appropriate.
Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.
Proof of Purchase
We may ask you to provide proof that the item was purchased from Wallington’s WRG.
Proof of purchase may include:
- an EFTPOS or tax receipt;
- an online order confirmation;
- a debit or credit card statement;
- PLUS Club purchase history; or
- another reasonable record showing that the item was purchased from Wallington’s.
If you do not have your receipt, we will make reasonable efforts to assist in locating your transaction. In some cases, additional information or processing time may be required.
If we are unable to reasonably establish that the product was purchased from Wallington’s WRG, we may be unable to process the return.
Faulty Products
If you believe a product is faulty, please contact us or return the item to Wallington’s with your proof of purchase.
For online purchases, please provide your order number and, where possible, photographs showing the product, barcode and fault. This can help us assess the issue more quickly.
Depending on the nature of the problem, the appropriate remedy may include a repair, replacement, refund or another remedy available under Australian Consumer Law.
In some cases, a product may need to be inspected or sent to a supplier or authorised service agent for assessment before the appropriate remedy can be determined.
Damaged or Incorrect Online Orders
If your online order arrives damaged, or you receive an item different from the one you ordered, please contact our Customer Service team.
Please provide:
- your order number;
- your name;
- photographs of the item;
- photographs of any visible damage; and
- a photograph of the product barcode where possible.
Our Customer Service team will work with you to arrange the appropriate replacement, refund or return.
Where we have supplied an incorrect item, or where a product is confirmed to have a problem covered by Australian Consumer Law, Wallington’s will cover reasonable return costs where required.
Change of Mind Returns
In addition to your rights under Australian Consumer Law, Wallington’s offers a voluntary change-of-mind return policy.
Change-of-mind returns are accepted within 30 days of purchase, or within 30 days of delivery for online orders, provided the product is:
- unused;
- in resalable condition;
- in its original packaging where applicable;
- complete with any accessories, manuals or components; and
- accompanied by proof of purchase.
Products that have been opened, used, damaged or are no longer in resalable condition may not be accepted as a change-of-mind return.
Returns After 30 Days
Wallington’s may, at its discretion, accept eligible change-of-mind returns after 30 days.
Where a return is accepted after 30 days, a restocking fee of up to 25% of the invoiced price may apply.
Restocking fees do not apply where a customer is entitled to a remedy under Australian Consumer Law.
Products Excluded From Change-of-Mind Returns
Unless required by Australian Consumer Law, change-of-mind returns are not available for:
- specially ordered or non-stocked products;
- products that have been cut to size or otherwise customised;
- products that cannot be safely or hygienically resold once opened or used; or
- other products specifically identified as non-returnable at the time of purchase.
Change-of-Mind Delivery and Freight Costs
Delivery and return freight costs associated with a change-of-mind return are the responsibility of the customer.
Original delivery charges are generally not refundable for change-of-mind returns.
Wallington’s will not accept returned parcels where postage or freight charges are payable by Wallington’s on receipt.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
How to Return an Online Purchase
For purchases made through wallingtons.com.au, eligible returns can be requested through our online returns process.
When lodging a return, please make sure the return includes enough information for us to identify your order.
If you are unable to lodge your return online, or your return relates to a faulty, damaged or incorrect item, please contact our Customer Service team for assistance.
In-Store Purchases
Items purchased in store can generally be returned directly to Wallington’s with your proof of purchase.
If you are unsure whether your item is eligible for return, please contact our Customer Service team before travelling to the store.
Amazon and eBay Purchases
If your item was purchased through Amazon or eBay, please lodge your return or refund request through the marketplace where the purchase was made.
This helps ensure your return remains linked to the original marketplace order and payment.
If you need assistance with a Wallington’s order purchased through Amazon or eBay, our Customer Service team can also assist.
Exchanges
Where you would like a different product, size or variation, we will generally process the original item as a return and refund, and the replacement item can then be purchased as a new transaction.
This helps ensure the original return and the replacement purchase are recorded correctly.
Any change-of-mind conditions that apply to the original return will still apply.
Refunds
Approved refunds will generally be returned to the original payment method used for the purchase.
Purchases made on a Wallington’s customer or trade account will generally be credited back to that account.
Returns and replacement purchases are processed as separate transactions.
Refund processing times may vary depending on the payment provider or financial institution.
Supplier Warranties and Guarantees
Some products sold by Wallington’s are covered by additional manufacturer or supplier warranties, guarantees or return programs.
Where appropriate, Wallington’s may assist with these warranty arrangements or arrange for a product to be assessed by the manufacturer or an authorised service agent.
For some technical products, contacting the manufacturer first may allow the issue to be diagnosed or resolved more quickly.
Manufacturer or supplier warranties apply in addition to, and do not replace, your rights under Australian Consumer Law.
Pet Food Palatability Guarantees
Some pet food manufacturers offer palatability or satisfaction guarantees.
Where an eligible product is covered by a manufacturer's palatability guarantee, Wallington’s can assist with the applicable refund or exchange process.
You will generally need to provide:
- proof of purchase; and
-
the unused portion of the pet food.
The conditions of the relevant manufacturer's guarantee may also apply.
Live Animals
Wallington’s provides a 7-day guarantee for eligible live animals.
Within 7 days of purchase, Wallington’s may accept the return of an eligible animal and provide a refund or replacement animal with the same guarantee.
If an animal dies or is euthanised as a result of a disease that can be traced to the point of sale, a refund or replacement may be provided where the condition is supported by a statement from a veterinarian.
This guarantee does not cover accidental death or injury.
Veterinary expenses are not covered by Wallington’s under this voluntary guarantee unless required by law.
Proof of purchase and any applicable animal-sale documentation may be required.
Your rights under Australian Consumer Law continue to apply in addition to this guarantee.
Fish and Water-Dwelling Animals
Wallington’s provides a 7-day guarantee for eligible fish and other water-dwelling animals, subject to them having been placed in a suitable and appropriately maintained environment.
Where a refund or replacement is requested, we may require:
- proof of purchase; and
- a sample of the aquarium or pond water for testing.
Water quality can have a significant effect on the health of aquatic animals, so testing helps us identify possible causes and provide appropriate advice.
After testing, our team can provide guidance on any adjustments or treatments that may be required.
Customers are also welcome to bring in a water sample before purchasing fish or other water-dwelling animals so that we can help confirm the aquarium or pond is suitable.
Your rights under Australian Consumer Law continue to apply in addition to this guarantee.
Plants, Pantry, Brewing and Hay Shed Products
Plants, pantry products, brewing products and hay shed products may have different return considerations because of their perishable nature, storage requirements or limited shelf life.
If you believe one of these products is faulty, not of acceptable quality, not fit for purpose or does not match its description, please contact us as soon as possible.
Where possible, please raise any issue within 7 days of purchase so that we can assess the condition of the product promptly.
The 7-day period does not limit any rights you may have under Australian Consumer Law.
Change-of-mind returns for perishable or opened products may not be accepted where the product cannot reasonably be resold.
Return Costs for Faulty Products
If a product is confirmed to have a problem covered by Australian Consumer Law, Wallington’s will reimburse reasonable return costs where required.
For large, heavy or difficult-to-return products, please contact us before arranging transport so that we can discuss the most appropriate return or collection method.
Please keep any receipts for return freight or postage where reimbursement may be required.
Need Help?
If you are unsure which return process applies, or you need assistance with a faulty, damaged or incorrect item, please contact our Customer Service team.
Contact our Customer Service team
Please include your order number or proof of purchase wherever possible so we can assist you more quickly.