Effective Date: 01/06/2021
MY WANCO exists for one purpose: to enrich the lives of pet owners and their pets. We make every effort to ensure that we carry a good range of products sourced from within Australia and overseas to meet your every need.
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from MY WANCO is found to be defective, MY WANCO will happily repair or replace the product, or offer you a refund.
What is the MY WANCO change of mind policy?
If you change your mind about a product you have purchased from us, you can return that product to us within 30 days of purchase and we will happily refund the original purchase price of that product provided the product and packaging is in its original condition and the product is re-saleable. Any gifts or bonus offers provided with the product must also be returned.
any product that has been personalised, e.g. an identification tag that has been engraved, will not be accepted as a return simply because you have changed your mind because we do not consider those products to be in their original condition and/or re-saleable given the personalisation.
any pet grooming accessories that have been used or appear to have been used will not be accepted as a return due to change of mind, because we do not consider those products to be in their original condition and/or re-saleable given potential health and hygiene risks if the products were to be re-sold.
See below for more information regarding online returns and delivery charges.
What is MY WANCO’s delivery refund policy?
If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not, however, refund delivery charges if the product is returned simply because you have changed your mind or the product is unwanted.
Faulty or defective products
If you receive a faulty product from us (including, for online purchases, if a product is defective or damaged in transit on delivery to you) return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty and the fault is unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any). If however, you return the product more than 30 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by our store staff, or for online purchases, the customer service team. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.
As part of any assessment, we look at the following:
(1) If there is a minor fault:
Where the product has experienced a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. MY WANCO and/or the manufacturer can instead decide to replace the product or refund the purchase price.
(2) If there is a major fault:
Where the product has experienced a major fault, you may choose to receive a refund, replacement, or repair.
(3) If the product has been damaged through abnormal use:
Unfortunately, neither MY WANCO nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by MY WANCO, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
Any gifts or bonus offers provided with the product must also be returned.
What if my pet doesn’t like the food?
At MY WANCO, we cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.
How do I return a product?
There are two ways you can return a product:
(1) If you purchased the product online, you will then contact the customer service team to complete the return process.
(2) Please email email@example.com with: your name, contact details and invoice number & details to arrange return of the product by courier.
If you require further assistance please contact us by email on firstname.lastname@example.org.
Any cost incurred by you in returning the product to MY WANCO will be borne by you.
Do I need to show receipts to return or refund a product?
For us to process a return or refund, we will require proof of purchase.
The tax invoice you received with your purchase order online;
A printed copy of the order confirmation email that you received when placing your order online; or Another acceptable proof of purchase.
If you are returning a product via courier, send an email to email@example.com for processing and include:
Your name, contact details, invoice number and description of the product being returned.
Include proof of purchase in the courier package.
Refunds will be provided in the same form as your original payment.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. MY WANCO adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.