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Returns & Refund Policy


Here are at Brookies Rural Traders we are all about ‘where the locals shop’. We have established this policy to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from Brookies Rural Traders is found to be defective, or it does not meet your needs, Brookies Rural Traders will happily repair or replace the product, or offer you a credit.

All refund rights under both State and Commonwealth law apply.

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 failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange coupon.

Please read the following carefully to ensure you are fully aware of your rights under the policy and our obligations to you.

When you change your mind

  • At Brookies Rural Traders you have 30 days to return your items (some exclusions apply) for an exchange or credit as long as it is returned in original condition and packaging with original proof of purchase.
  • By original condition we mean that the item hasn’t been opened or used, is still in its original packaging and all manuals, packaging and accessories are included.
  • If you can’t provide proof of purchase and the item is national branded we will be unable to provide you with an exchange or credit.
  • All online orders require the item to be posted back to Brookies Rural Traders at the expense of the customer. Brookies can provide you with a return label and invoice you for the shipping, you simply need to print the label, apply it to the packaging and take the package to your closest drop off location.

Excluded change of mind items

The following items cannot be returned if you change your mind:

  • Sale Items
  • Food/Drink items
  • Plants
  • Live Animals (some exclusions apply)
  • Gift cards
  • Pet Grooming accessories
  • Horse Bits

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.

Live Animals

We strive to maintain high standards of animal husbandry and aim to educate our customers on responsible pet ownership to ensure the health and welfare for the life of the animal. Our dedication to ensuring the health and welfare of our animals is at the utmost highest standard. We appreciate that there may be certain circumstances where an animal that you have purchased may need to be returned. We don’t accept a returned live animal simply due to a change of mind, however we do offer to replace the animal purchased or provide a refund if:

  • The animal has died within 14 days of purchase
  • An illness is detected by a veterinarian that is beyond reasonable care
  • We offer a 24-hour health guarantee – we offer a 24hr health guarantee on all our small animals, aviary birds, hand raised birds, freshwater fish, insects and hermit crabs. If within the first 24 hours of taking your new pet home you notice any unusual behaviour, that your pet is ill or in a rare case that your pet passes away, Brookies Rural Traders will offer to replace your animal if suitable for you or offer a refund.

Other products:

Brookies Rural Traders will accept returns and provide you with a refund (refund will be provided using original payment method) or repair where:

  • The item is faulty or is not of acceptable quality, or
  • The item is not fit for its intended purpose, or
  • The product does not match the sample or our description; and
  • You can present a Brookies Rural Traders receipt or other adequate proof of purchase

Brookies Rural Traders may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. We reserve the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Physical gift card orders

Physical gift cards cannot be returned if you change your mind. They also will not be exchanged for another denomination or tender such as cash. Brookies Rural Traders will accept returns and provide you with an exchange gift card where the item is faulty or is not of acceptable quality. Please note that Brookies Rural Traders is not responsible for and is unable to replace gift cards which are lost or stolen.

Proof of Purchase

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

  • Register receipt
  • Online Tax Invoice (order confirmations will not be accepted)
  • Financial statements such as a bank statement, credit card statement
  • Online proof of purchase when calling Customer Service also includes Paypal statements


You will be asked for information that is relevant to your return or to satisfy legislative requirement. If you do not provide this information, then we may be unable to process your return. When returning merchandise with proof of purchase, you will be asked for your signature as authorisation of the return transaction. If Brookies Rural Traders agrees to a return without adequate proof of purchase, you will be asked to provide identification containing your full name. Brookies Rural Traders  will record your name and form of identification provided, which may be accessed by authorised Brookies Rural Traders team members for fraud protection activities. Information collected will be securely stored in accordance with Brookies Rural Traders Privacy Policy.

For further information, please contact our store on 3374 1648.