Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Once a refund is requested you have 14 days to return your item. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Return shipping must be paid for by the customer.

To start a return, you can log in to your account here

https://shopify.com/60232237251/account

or contact us at online@brookiesrural.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at online@brookiesrural.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items);

• Sale or Clearance items (refer below for more detail)
• Food/Drink items
• Live Animals (some exclusions apply)
• Gift cards
• Pet Grooming accessories
• Horse Bits
• Custom Orders

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Sale or Clearance Items
Items that have been purchased on sale are final. No refund, exchange or credit will be provided. 

Refunds
We only accept refunds on certain items. Please refer to our returns policy for details. In most cases you will be offered an exchange or refund. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. We cannot process a refund over the phone, and it must be onto the same card used for the original purchase. Please remember it can take some time for your bank or credit card company to process and post the refund too.