Last updated: [insert date]
At Jonath’s Animal Kingdom, we want customers to shop with confidence. This Refunds & Returns Policy explains how returns, refunds, exchanges, faulty items, damaged orders and DOA claims are handled.
This policy applies to purchases made online or in-store from Jonath’s Animal Kingdom.
Nothing in this policy limits your rights under the Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement, refund, repair or other remedy if a product is faulty, unsafe, not as described, not fit for purpose, or does not meet a consumer guarantee.
If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we may repair, replace or refund the item depending on the circumstances.
Change of Mind Returns
We do not automatically offer refunds or exchanges for change of mind.
This includes situations where:
- You no longer want the item
- You chose the wrong product
- You ordered the wrong size, type or quantity
- You found the item cheaper elsewhere
- You changed your setup or no longer need the item
- The product is unsuitable because incorrect information was provided at purchase
Where we choose to accept a change of mind return, the item must usually be:
- Returned within [insert number] days of purchase
- Unused
- Unopened
- In original packaging
- In resaleable condition
- Accompanied by proof of purchase
Change of mind returns are assessed at our discretion and may be offered as a store credit, exchange or refund depending on the item and condition.
Items That Usually Cannot Be Returned for Change of Mind
For hygiene, animal welfare, safety, health or product integrity reasons, some items may not be accepted for change of mind returns.
This may include:
- Live animals
- Live food
- Frozen food
- Opened food
- Opened supplements
- Opened medications or treatments
- Bedding or substrate that has been opened
- Used enclosures, tanks or cages
- Used heating or lighting equipment
- Water treatment products
- Custom orders
- Special orders
- Clearance items, unless faulty
- Products damaged after purchase
- Products not in original packaging
This does not affect your rights if an item is faulty or does not meet a consumer guarantee.
Faulty Products
If you believe an item is faulty, please contact us as soon as possible.
We may ask you to provide:
- Proof of purchase
- Photos or videos of the issue
- A description of the fault
- Product packaging
- Batch number, serial number or expiry date where relevant
- Details about how the product was used, installed or stored
Depending on the issue, we may provide a repair, replacement, refund or other remedy in line with Australian Consumer Law.
Please do not continue using a product if you believe it may be unsafe.
Damaged Orders
If your order arrives damaged, please contact us as soon as possible after delivery or collection.
Please provide:
- Your order number
- Photos of the damaged item
- Photos of the packaging
- A description of the damage
- Photos of the delivery label where possible
Please keep the item and packaging until we have reviewed the issue. This may be required for courier, supplier or warranty claims.
Incorrect or Missing Items
If you receive the wrong item or something is missing from your order, please contact us as soon as possible.
We will review the order and work with you to resolve the issue. This may include supplying the missing item, replacing the incorrect item, arranging return of the incorrect item, or providing a refund where appropriate.
Proof of Purchase
Proof of purchase is required for refunds, returns, exchanges, warranty claims and DOA claims.
Proof of purchase may include:
- Tax invoice
- Order confirmation
- Receipt
- Customer account order history
- Payment record that clearly identifies the purchase
Returns Process
To request a return, please contact Jonath’s Animal Kingdom before sending or bringing back the item.
Please include:
- Your name
- Order number or receipt details
- Product name
- Reason for return
- Photos or videos if the item is faulty, damaged or incorrect
We will let you know the next steps.
Do not return items by post without contacting us first, as some items may require special handling or may not be eligible for return.
Return Shipping Costs
Return shipping costs depend on the reason for return.
If the item is faulty, damaged, incorrect or otherwise does not meet a consumer guarantee, we will handle the matter in line with Australian Consumer Law.
If a change of mind return is approved, the customer may be responsible for return shipping costs.
Original delivery fees may not be refundable for change of mind returns unless required by law.
Refund Method
Approved refunds will usually be processed back to the original payment method.
Refund processing times may vary depending on the payment provider, bank or platform used.
If the original payment method is unavailable, we may arrange an alternative refund method where appropriate.
Exchanges
Exchanges may be available for eligible products where the item is unused, unopened, in original packaging and in resaleable condition.
Exchanges are subject to stock availability.
If the replacement item costs more than the original item, the price difference must be paid before the exchange is completed.
Store Credit
In some cases, we may offer store credit instead of a refund, particularly for approved change of mind returns.
Store credit cannot usually be exchanged for cash unless required by law.
Special Orders and Custom Orders
Special order or custom order items may not be eligible for cancellation, refund or exchange for change of mind once ordered from the supplier or prepared for you.
If a special order item is faulty or does not meet a consumer guarantee, we will handle the issue in line with Australian Consumer Law.
Live Animals
Live animal sales may have special conditions due to animal welfare, transport, health and legal requirements.
This may include reptiles, birds, fish and other animals sold or supplied by Jonath’s Animal Kingdom.
Customers are responsible for ensuring they have suitable housing, water quality, heating, lighting, food, transport and care arrangements before purchase.
Jonath’s Animal Kingdom provides care guides with the purchase of reptiles and some birds, and these guides are also available online through the Jonath’s website.
If you have concerns about a live animal after purchase, contact us immediately.
DOA Claims
DOA means “Dead on Arrival”.
A DOA claim may apply to eligible live animals, live food or other live products where specifically stated.
Because live animals and live food require proper handling, transport, and setup, DOA claims must be reported promptly and include supporting evidence.
To make a DOA claim, you must contact Jonath’s Animal Kingdom within [insert timeframe, e.g. 1 hour / 2 hours / same day] of collection or delivery.
For a DOA request to be reviewed, we must receive all required supporting information. This may include:
- Order number or receipt
- Clear photos of the animal or live product
- Clear video where requested
- Photos of packaging or transport container
- Time of collection or delivery
- Details of transport conditions
- Photos of the enclosure, tank, habitat or holding setup
- Photos of heating, lighting, filtration or ventilation setup where relevant
- Water quality test results where relevant
- Photos of water quality test readings where relevant
- Temperature readings where relevant
- Humidity readings where relevant
- Details of acclimation process where relevant
- Details of food, water, substrate or housing used after arrival
For aquatic animals, fish, turtles or aquarium-related live products, we may require water quality evidence such as ammonia, nitrite, nitrate, pH and temperature readings.
For reptiles, birds, invertebrates or other live animals, we may require setup evidence such as enclosure photos, heating and lighting photos, thermostat readings, humidity readings, ventilation details and transport information.
DOA claims may be refused where:
- The claim is made outside the required timeframe
- Required photos, videos, water quality results or setup evidence are not provided
- Proof of purchase is not provided
- The animal or live product was left unattended after delivery
- Incorrect water quality, heating, lighting, humidity, ventilation or holding conditions were used
- Incorrect acclimation or handling occurred
- The product was mishandled after collection or delivery
- Delivery instructions were not followed
- The customer delayed collection
- The customer arranged unsuitable transport
- The issue was caused after the product left our care
For approved DOA claims, we may offer a replacement, refund, store credit or other remedy depending on the item, availability and circumstances.
For full requirements, timeframes and evidence needed for live animal and live product claims, please see our DOA Policy.
Live Food
Live food may be affected by temperature, weather, handling and transport time.
Live food may only be available for Click & Collect, local delivery or approved shipping methods.
If there is an issue with live food, contact us as soon as possible and provide photos, order details and collection or delivery information.
Frozen Food and Temperature-Sensitive Products
Frozen food and temperature-sensitive products may have special handling requirements and may not be suitable for standard shipping.
These items may not be eligible for return once collected or delivered unless faulty, incorrect or required by law.
Heating, Lighting and Electrical Products
Heating, lighting and electrical products must be installed and used according to manufacturer instructions.
Returns or warranty claims may be refused where damage is caused by misuse, incorrect installation, water damage, overheating, incorrect fittings, unsuitable fixtures or failure to follow instructions.
If you are unsure which product is suitable for your setup, please contact us before purchasing.
Aquarium, Reptile and Bird Enclosures
Large, fragile or bulky products such as aquariums, glass tanks, reptile enclosures, bird cages and cabinets should be checked carefully at pickup or delivery.
Please report visible damage as soon as possible.
Once these items have been used, assembled, filled, modified or installed, they may not be eligible for change of mind return.
Product Suitability
Customers are responsible for selecting products suitable for their animal, enclosure, tank, setup and intended use.
We are happy to provide general product guidance, but this does not replace veterinary advice or specialist animal health advice.
If you are unsure whether a product is right for your animal or setup, please contact us before ordering.
Manufacturer Warranties
Some products may include a manufacturer’s warranty.
Manufacturer warranties are in addition to your Australian Consumer Law rights.
Warranty claims may require proof of purchase, product photos, serial numbers, batch numbers, packaging or assessment by the supplier or manufacturer.
Sale and Clearance Items
Sale or clearance items may not be eligible for change of mind returns.
If a sale or clearance item is faulty or does not meet a consumer guarantee, your Australian Consumer Law rights still apply.
Contact Us
If you need to request a return, refund, exchange, warranty claim or DOA claim, please contact us as soon as possible.
Jonath’s Animal Kingdom
Email: [insert email]
Phone: [insert phone]
Address: [insert store address]
Please include your order number, proof of purchase and a clear description of the issue.