<< Request for Return Authorisation >>

Please read this document ...

The form on this page is to be completed and a Return Authorisation Number (RAN) received, prior to the return of any item/s to Petlins, for any reason whatsoever....

We have found there are generally two broad reasons a customer wishes to return an item

A) They made the wrong choice in their buying decision. Our acceptance of a return for this reason is not obligatory and will depend on the customer's compliance with, and acceptance of, the conditions stated below.

Sometimes you may order an item from Petlins and it turns out to be unsuitable, you may have mis-read the item description or you ordered incorrectly.  Please read this page carefully before deciding to return an item to us...

i) Any item to be returned must be in original condition with all documents, instructions, packing materials, etc included. 

ii) A credit will not be available for any item which has been modified in any way from original condition.

iii) A full credit for the amount you may have originally paid will never be made (except, see B below). 

iv) Original actual postage cost or Petlins Cost of Delivery Value (whichever is greater) will never be applied to a credit. 

v) Your cost to return the item to us will never be applied to a credit.

vi) Upon receipt of the returned item, it will be inspected for suitability for resale. A restocking fee of 20% will be deducted from any credit proposed.

vii) We will not make a refund payment in dollar terms. Any value owed for the returned item/s will only be available as a credit against future purchases.

viii) Return postage, which includes tracking, is to be paid by the sender. Any item returned to us COD will not be accepted.

ix) The item/s to be returned must be packed so as to avoid any damage in the post. If you are not sure, advice is to be sought from your local post office. No credit will be available for any item damaged in transit.

x) Where an item or items returned brings the value of retained items below the Free Postage threshold, the credit value will be reduced by the Standard Postage amount which would apply to the lowered invoice value. 

xi) An exchange may be considered for a like item but realise we have incurred delivery costs in getting the orginal item to you, and likewise will incur a delivery cost to get the replacement to you. An often expected "you return the wrong and we supply the right", at no additional cost, will not happen.

xii) No credit will be available unless we have been advised, within 21 days of the original purchase date, of your intention to return an item.

xiii) The form on this page is to be completed and a Return Authorisation Number (RAN) received, prior to the return of any item/s to Petlins. The RAN is to be written on the outside of the returned package, prior to posting to the address shown below.

OR

B) They consider there to be a fault with the item. 

The customer is to return the item, complete, at their expense after obtaining a RAN by completing and submitting, the form below.

Upon our receipt of the item....

If we determine there is a fault with the item, we reserve the right to...

a) replace the item with an identical (or similar) item at our expense if a suitable replacement can be found

b) have the item repaired at our expense if a replacement is not available and suitable parts can be obtained

c) if an individual component of a kitset is faulty or missing, we reserve the right to supply that part only

d) refund the purchase price ... We will not hold any due value in credit ... a refund is made the same way the original payment was made.

If we determine there is no fault with the item, we reserve the right to...

a) return the item to the customer at the customer's expense  or

b) sell the item for a reasonable price and credit the customer 80% of monies received from the sale.

If you consider, and we agree, the item to be faulty, not of merchantable quality, not fit for the purpose it was made for (not for the purpose you may have had in mind) or may have been incorrectly described, then we are happy to refund the purchase price. You will need to obtain a RAN prior to returning the item, at your expense. Any item to be returned must have all documents, instructions, packing materials, etc included. 

Please complete the form, below, and click the SUBMIT button

Placing an order with Petlins, by any means, indicates the buyer's acceptance of the Conditions shown on this page