Store Policy

RETURNS POLICY

 

At Penny and George we believe we have the best pet  ramps and stoppers in Australia.

 

If for any reason you are not 100% satisfied with your product(s), please contact us through sales.pennyandgeorge@gmail.com within fourteen (14) days of purchasing so that we can work out a solution with you.

 

 

CHANGE OF MIND

 

All of our product descriptions have dimensions and images to assist you with making an informed choice. Please contact us on sales.pennyandgeorge@gmail.com with any queries you may have before placing order. 

In the event that a product is not suitable for your needs, or if you have simply changed your mind, products can be returned to us for an exchange or refund, however they must be in the new and unused condition, with all of the parts, packaging, boxes and accessories where relevant.

 

We reserve the right to deny refuse a refund, or refund a lesser amount, if we deem the product has been used and is not in resalable condition. Please take care when opening as packaging needs to be in re-saleable condition. Returns must be initiated within 7 days of delivery. 

All refunds due to change of mind will be subject to a 20% restocking fee, which will be deducted from the final amount to be refunded. This restocking fee does not apply when returning for an exchange or store credit.

It is the buyer’s responsibility to pay the freight/shipping charges and insurance associated with the return unless the product is deemed to be faulty or incorrect. This is to ensure there is a proof of delivery for these goods being returned. Goods that are shipped with ‘receiver to pay’ will be rejected by us, leaving the customer responsible. Tracking information must be provided to us in order to verify the return.

**Please note that we are unable offer refunds or exchanges on our Custom-Built items (unless faulty or incorrect) as they are each made to order. 

 

 

FAULTY OR DAMAGED GOODS

 

For any defective products, we will endeavour to replace the item(s) as quickly as possible, however we may ask that the product be returned to us in a timely manner so we can verify and investigate the defect. Faulty or damaged goods cannot be accepted thirty (30) days beyond the shipped date. 

We may request images and/or videos to aid us with investigating the fault or damage. We reserve the right to offer a full refund if the replacement product is not available.