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Return or Exchange

Envetex Australia strives to provide the best quality products to our customers. Even so, we want our clients to be happy with their purchases more than anything else. It is therefore, that we have a returns and exchange policy that makes dealing with us fast, secure and a pleasure for our clients. Please note, we adhere strictly to the following policies and exceptions are rare, if any.

  • Please fill out a complaints form at the bottom of the page to register your complaint and get assistance within 7 days of delivery. Do remember that the complaint has to be filed here before you return an item.
  • Please be aware that any orders, returns and exchanges will be processed Monday to Friday between 9:00 am to 5:00 pm (GMT+10) only.
  • Returns and exchanges are only possible if the sold product is reported to us within 7 days of delivery and shipped to Envetex Australia Pty Ltd., P.O. Box.283, West Pennant Hills NSW, 2125 through tractable registered post within 2 weeks of delivery. This is to ensure that item tracking is possible and there are no complications or misunderstandings regarding exchange/refunds.
  • Exchanged item will be shipped only once the initial purchase is received at our Envetex office.
  • If you would like to exchange a shipped item for a change in colour, size or style, please contact us before returning the item. We will guide you regarding the availability of the desired colour, size or style.
  • Due to our stringent health and hygiene regulations, Envetex will only exchange items if the purchased product is returned to us unused, unwashed, undamaged and with all packaging, tags and labels in place. Please do not return items that do not comply with these standards because it will not be possible for us to exchange or refund them.
  • If the customer provides insufficient or incorrect contact details, or is unresponsive when contacted by us to coordinate a return transaction within one week after initial delivery, or if the item to be exchanged is not shipped to us within 2 weeks after initial delivery, Envetex reserves the right to cancel its return or exchange offer for the item in question without any liability on its part.
  • While we want you to be happy with your purchase, we do not offer ‘on approval’ purchases. That means you are not allowed to purchase multiple items and keep the one you like best. Envetex reserves the right to reject exchange or returns for items that we believe fall in this classification. Repeated exchange requests may not be entertained as per our discretion if we believe they fall within this category.
  • It is the customer’s responsibility to be available to receive the delivered item and provide the requested signature on delivery.
  • Envetex Australia takes great pains and efforts to ensure all our products are quality tested and in perfect condition when they reach you. In case a damaged item is delivered to you by mistake, please contact us within 48 hours of delivery to be advised on the replacement procedure. If we deem that the damaged item was indeed our fault, you will be delivered a replacement item free of shipping cost. 
  • If an item remains undelivered due to your unavailability at your given address, please follow any instructions left by the delivery company personnel. In a case where you are unable to contact the delivery company in time, please contact us at info@envetex.com.au for reshipping or refund. We will process your request for refund / reshipping once the item is received back at our office.
  • The customer is responsible for all shipping or reshipping charges.
  • The customer is responsible for entering the correct shipping address when making the purchase.
  • In a case where there may be additional shipping charges applicable because of your location, Envetex reserves the right to contact you prior to shipping to confirm your order with adjusted shipping charges. The shipping time taken for the product will commence after the correct shipping charges have been paid.
  • Envetex reserves the right to alter product prices as required at any time without any prior intimation / notification to anyone. Refund requests will be processed at the original paid price of the item. Exchange price will be the price of the item at the time when the request is accepted.
  • Sale items are not refunded or exchanged; any exceptions to this rule are at Envetex’s sole discretion.
  • For customers outside Australia, please be aware of any importation restrictions or charges levied by your home government on the products you order from Envetex. The customer will be responsible for any / all taxes or importation charges.