Wallington's WRG Returns Policy

In compliance with Australian Consumer Law, we will offer customers a full refund or exchange where: 

  • The product is faulty or not of merchantable quality, or
  • The product is not fit for the purpose, or
  • The product does not match the sample or description.

With appropriate proof of purchase, this agreement applies to all returns.

Wallington’s WRG will accept freight costs or refund delivery costs on returns that fit the above criteria.

Proof of Purchase

Please keep your receipt for easier returns. For any return without a receipt, alternative proof of purchase records will be investigated.

Proof of purchase can be in the form of your eftpos or tax receipt, a debit/ credit card statement, Plus Club Member transaction history or online purchase transaction history.

Looking up a past transaction manually may not be possible without the above information and may result in the refund being denied. All efforts will be made to assist customers in finding their past transaction history, but this may require 48 hours to process.

If the receipt is found after the customer has left the store, a refund can be processed over the phone onto a credit card.

If no proof can be found that the product was purchased from Wallington’s WRG, no exchange or refund will be offered.  

Returns and Exchanges


All refunds will be provided back in the original tender of purchase.

Purchases made on an account will be refunded to the customer’s account.

Returns will be refunded as a separate transaction to any exchanges or future purchases.

Processing a refund will require a signature from the customer when present in the store, or a staff signature stating that the refund was completed over the phone.

 

Change of Mind Returns

Wallington’s WRG will accept a returned product where you have changed your mind, provided the product is in resalable condition (unused, in original packaging and in saleable condition) and returned within 30 days of purchase. 

Products returned after 30 days incur a restocking fee of up to 25% of the invoiced price of the goods. A restocking fee will not be charged if the product is:

  • Faulty or not of merchantable quality, or
  • The product is not fit for the purpose, or
  • The product does not match the sample or description.

All non-stocked specialty ordered products, and products cut to size are non-refundable, unless they fit the above criteria of being faulty.

Wallington’s WRG will not accept freight costs or refund delivery costs on change of mind returns.

 

Supplier Refunds, Returns and Warranties

Some suppliers will offer their own specific guarantees, warranties and refund policies. Wallington’s WRG will participate in any supplier refund or return arrangements, with proof of purchase.

 We recommend you contact the supplier of these items prior to returning the item to the store. In most instances, our suppliers can assist you in resolving any technical difficulties or faults immediately. Wallington’s WRG will send broken or faulty products to the manufacturer’s service agent for assessment.

 

Pet Food

If the pet food manufacturer provides a palatability return policy, Wallington’s WRG will assist you in acquiring a refund or exchange, whether it be from the store or from the manufacturer directly. Proof of purchase and the return of the unused portion of food are necessary to process this refund.

 

Live Animals

Within 7 days, Wallington’s WRG will accept the return of any animal and refund all monies, or offer a replacement animal with the same guarantee.

 

If the animal dies or is euthanised as a result of a disease that is traceable to the point of sale, and supported by a statement from a veterinarian, Wallington’s WRG will refund the purchase price or offer a replacement animal with the same guarantee. This does not include accidental death or injury. Wallington’s WRG does not accept the charges for any veterinarian charges incurred.

 Proof of purchase, including the documentation of the customer’s details on the Animal Sales Registry, are required to honour the above guarantee.

 

Fish and Water Dwelling Animals

Within 7 days, Wallington’s WRG will accept the return of any fish or water dwelling animal, provided they have been placed in an environment that is suitable and appropriate. In order to receive a refund, a sample of the aquarium or pond water must be submitted for testing along with proof of purchase.

 

Once the water has been tested we will provide details and consultation to identify any adjustments or supplements needed. This service is also available before purchasing fish or water dwelling animals to ensure your tank or pond is ready to support your new pet.

 

Perishables – (plants, pantry, brewing and hay shed items)

We will offer customers a full refund or exchange, within 7 days, where: 

  • The product is faulty or not of merchantable quality, or
  • The product is not fit for the purpose, or
  • The product does not match the sample or description.

 

Wallington's Online Return Policy

 

Change of Mind Returns

Items returned due to a change of mind, must be returned within 30 days of the original purchase being delivered. If a return is not posted back to Wallington's WRG before the 30 days, we will not refund the return.

  • Any change of mind purchases must be returned to us via the post, and not returned to the store directly.
  • All change of mind return postage costs are the responsibility of the purchaser.
  • Wallington’s WRG will not accept parcels that have postage costs chargeable for us to receive.
  • Items must be un-opened, in their original packaging with all accessories included, tags attached, and in re-sellable condition.
  • Any parcel returned without customers information will not be processed.

 

Faulty or Damaged Items

If you believe your item is faulty, please contact our Customer Service Team on [email protected]. Please provide your order number, full name, and a description of the issue. Please also provide images of the product along with the barcode and any visual faults to help identify the issue.

Our Customer Service Team will assist you in arranging the return postage. This may include providing pre-paid return labels to return the product to us for warranty testing.

 

Incorrect Items 

If you received an incorrect item to the one on your order, please email [email protected] with photos of the product and the barcode. Please include your full name and order number for identification purposes. Our Customer Service Team will work with you to correct your order.

 

Lost or Missing Parcels

If your parcel is lost or missing, please contact our customer service team on [email protected] and our Customer Service Team will investigate your order for you. Please include your full name and order number for identification purposes.


Exchanges

If you wish to exchange your order, we will return the item you wish to exchange, process a refund, and then you can repurchase the correct size that you require.

Please contact our Customer Service Team before leaving negative feedback. We appreciate the chance to resolve any issues you may have.