Delivery, Returns and Refunds

Delivery promise

Our fully trained grief counsellors will provide door to door service taking care of your pets ashes and the urn or casket you have chosen.

Returns and Refunds

If you have any special requests from our team please email petsatrest@rspcaqld.org.au.
Pets at Rest Qld only stock the highest quality memorials, we are unable to offer refunds however if you are not satisfied with our product, please get in touch with us at petsatrest@rspcaqld.org.au immediately and we can discuss a replacement in accordance with our Returns and Refunds Policy below.

If you would like more information regarding our Booking Terms & Conditions, please click here.

DAMAGED OR INCORRECTLY SHIPPED PRODUCTS (MEMORIAL ITEMS)

If your product is damaged in transit or incorrectly shipped, contact your Account Manager or our Customer Service staff. To expedite your return, we recommend that these products be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number, in accordance with our Returns Policy. We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 7 days, so we must receive the returned product into our warehouse within this period. You will need the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number:

  • Name and contact details of original purchaser
  • Invoice number or order number
  • Product code, to be returned
  • Date on packing slip or invoice
  • Whether the product box has been opened
  • Reason for return

You will need to package and address the product for return. You can return the product to:

RSPCA Pets At Rest Locked Bag 3000  Archerfield BH Qld 4108.

If you return a product because it was faulty but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice. If we (or the manufacturer) determine that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs. If you receive a product that is damaged in transit from us to you, you should:

  • refuse to accept delivery of the product,
  • direct the courier to “Return goods to sender” and
  • notify our Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately. If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice. If we (or the manufacturer) decide that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs. If the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.

ALL OTHER PRODUCTS

For all other returned products you will also need a Return Authorisation Number. Contact us to receive your Return Authorisation Number. You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted. Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible, and address it to the following address:

RSPCA Pets At Rest Locked Bag 3000 Archerfield BH Qld 4108.

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund. You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.

FAULTY PRODUCTS

If you receive a faulty product or the product develops a fault, you may be able to return it as faulty or damaged in transit if it is within 14 days of purchase. If not, it may be covered by the manufacturer’s warranty. All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer’s warranty claim.

CUSTOM ENGRAVED PERSONALISED PRODUCTS

Custom-made and personalized products (including items that have been engraved ) are non-returnable or refundable. If you have booked a pet cremation with us, we are unable to refund the service within 24Hrs of the booking of the cremation, unfortunately there are associated cost which cannot be changed.

PROCESSING CREDITS / REFUNDS

We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund. Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued. We will only issue refunds on request. For your security, all refunds will be made either by cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase. In some circumstances, a replacement product or repair will be offered instead of a full refund. We will consult with you and act in accordance with relevant warranties, other contracts and statutes. If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.