This policy applies to all products purchased in-store or online via our website/s (“Products”) and forms part of the Terms and Conditions which apply to your purchase of Products.
You can benefit from this Change of Mind Policy which is offered for most of our products in addition to your statutory rights or any additional supplier or manufacturer warranties. If, for any reason, you are not satisfied with your purchase, we will happily provide you with a refund for an online purchase and an exchange or store credit for an in-store purchase subject to all of the following conditions being satisfied:
This Change of Mind Policy does NOT apply to:
We reserve the right to reject any returns that do not meet the above requirements.
Our decision to provide an exchange or in-store credit in accordance with the conditions set out above will be determined in our absolute discretion.
Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind policy is in addition to those rights.
Laws and our change of mind policy.
To return an item due to a change of mind, you must follow our returns process. Please refer to ‘Organising the Return of Products’ below for more information.
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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you believe a Product purchased from us is damaged, faulty or unsafe or is not of acceptable quality, fit for the specified purpose or does not match the description given to the product, you may return it to us within a reasonable period after purchase. In the unlikely event that your item arrives damaged or faulty, you must also notify us as soon as possible.
If a Product has a minor failure, we may provide a repair within a reasonable time. If we cannot repair the product within a reasonable time, then we may offer you a replacement (if available), refund or in-store credit. If the Product is assessed as having a major failure you may choose to return the Product and receive a refund or an in-store credit or receive an identical replacement (or one of similar value if reasonably available to us). Otherwise, you may keep the Product and request compensation equal to the drop in the value of the Product owing to the problem.
For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au.
To return a faulty item, you must follow our returns process. Please refer to ‘Return of Products’ below for more information.
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law and our change of mind policy.
We understand that your pets sometimes have different ideas about taste and nutrition to you. Look at us, we don’t all eat the same food so why should we expect our furry friends to be any different. Therefore, if your dog or cat won’t eat their new food rest easy that Global Retail Brands is there to help you with our palatability guarantee. Under the palatability guarantee we offer a full refund of the food product purchase price on the conditions set out below. Simply get in touch with our friendly customer service team on 1300 136 936 and we will happily help you organise a return.
Under our palatability guarantee we will accept a return on your bag of food so long as:
This offer is valid for participating brands only, as listed below (current as of today’s date but subject to change at any time without prior notice).
Hills Science Diet, Royal Canin, Iams, Advance, Nutro, Taste of the Wild, Canidae, Holistic Select, Fish4Cats, Vets All Natural, Black Hawk, Ivory Coat, Fish4Dogs
Custom Chef Products (Customisation Service)- Applicable to House and Baccarat Sites only.
Our Custom Chef Service allows you to have pre-selected knife products laser-marked with a monogram of up [to 3 characters and or a word of up to 10 characters] or add a design from a limited selection \s (“Custom Chef Products”).
Our Custom Chef Service allows you to have pre-selected knife products laser-marked with a monogram of up to 3 characters or add a design from a limited selection \s (“Custom Chef Products”).
Whichever option you select, it is your responsibility to ensure that you check the characters or design you choose prior to submitting your Order. You are also responsible for ensuring that your selection is not unlawful, defamatory, obscene, harmful, fraudulent or infringes any third party intellectual property rights.
We reserve our rights to refuse or cancel your Order at our sole discretion. We will not be held responsible if you provide incorrect or unclear information in your Order. While we have made every effort to ensure the accuracy of the appearance of the laser design, there may be slight variations on the Custom Chef Products themselves.
We may cease to offer The Custom Chef Service at any time at our sole discretion, although we will fulfil any prior Orders that have been received prior to such cessation. The Custom Chef Service is provided ‘as is, where is’ and without any manufacturer’s or express warranty. However, consumer guarantees apply to the Custom Chef Service and the Custom Chef Products under the Australian Consumer Law, and nothing in these terms and conditions excludes the application of those guarantees. If your Custom Chef Product has a minor failure, we may provide a repair within a reasonable time. If we cannot repair the Product within a reasonable time, then we may offer you a replacement (if available), refund or in-store credit. If your Custom Chef Product is assessed as having a major failure, you are entitled, within a reasonable time, to reject the Custom Chef Product and receive:
Otherwise you may keep the Product and request compensation equal to the drop in the value of the Product owing to the problem.
Products must be returned whenever we agree to provide you with a refund or replacement or ask you to return the Product to us for inspection. Before returning a Product, please ensure that your returned Product meets the conditions outlined in this policy.
For online returns, if you are returning a faulty Product, please contact our Customer Service Team and provide your order number and a full detailed description of the problem. You may be required to provide supporting photographic evidence to help us with our assessment. Depending on the problem our Customer Service team will determine how best to resolve it with minimum inconvenience to you. Where during the preliminary assessment, we agree that a Product is defective and needs to be replaced or repaired, return shipping will be arranged at our expense. You are nevertheless entitled to recover reasonable postage costs if the Product is confirmed to have a defect later. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. Please keep the receipts of any shipping costs you incur.
For in-store returns, we may assess the returned product in-store but in certain circumstances, it may be necessary for us to send the product away for assessment within a reasonable period.
To return a Product you purchased in-store, you may take it to your nearest House store. In the case of Products that come with a manufacturer’s warranty or guarantee, you must return the Products in-store or directly to the manufacturer. If you cannot return the Products in-store, please contact our Customer Service Team on 1300 136 936 for details.
To return an item you purchased online, for any reason, you must arrange the return by return postage through Australia Post If you are returning an item via post, please contact our Customer Service Team to arrange a return request via one of the following methods:
Toll Free: 1300 136 936
It is your responsibility to ensure that the Products are protected from damage or loss in transit. Returned Products that are damaged or soiled in transit may not be accepted and may be sent back to you and/or a refund refused. We recommend paying for tracking or product insurance.
Return Authorisation Number (A Must Have)
All returns sent to us via post must have a Return Authorisation (RA) number which you will need to obtain from us. This is required for replacement Products and refunds. After you have provided us with the required information, the Customer Service team will email you a PDF voucher containing the RA number, which you must print and affix to the Product prior to posting. The Product should be returned to us within 30 days of the issuance of the RA. Returns without an RA number will not be accepted. If you send us a Product without an RA, we may not able to identify sufficient details to enable us to attend to your claim. You will be notified by email once your return has been received and processed. Unidentified returns may be returned to the sender. Therefore, please ensure all details are clear and concise.
It is important for us to establish that claims made about our Products are genuine and that you originally purchased the Products from us. If you are returning a Product purchased in-store, you must present your invoice or register receipt (or a copy or photo of it). We may also accept other types of proof of purchase including financial statements such as credit card or bank statement (provided it clearly identifies the value of the product), Buy Now Pay Later statement or warranty card showing the date and amount of purchase. We reserve the right to reject your claim if you cannot reasonably demonstrate that you purchased the Product from our store.
For further information, please check our Terms and Conditions or contact our Customer Service Team on 1300 136 936. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au
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