Returns and Refunds Policy
This Returns and Refunds Policy explains when and how items purchased from N&W Livestock can be returned. It should be read together with our Terms and Conditions and your rights under the Australian Consumer Law.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement or refund if a product is faulty, damaged, not as described, or not fit for its intended purpose.
Our Return Policy
We accept returns on standard items, excluding feed and consumables, within 14 days of purchase provided that:
- Items are unused and undamaged
- Items are returned in their original packaging
Change of Mind Returns
Please choose carefully. Change of mind returns are not guaranteed and are accepted at our discretion.
A change of mind includes, but is not limited to:
- Ordering the wrong item or size
- No longer needing or wanting the item
- Finding the item cheaper elsewhere
- Deciding the item is not suitable after receiving it, when the item is not faulty
Return Eligibility
| Eligible for Return | Not Eligible for Return |
|---|---|
| Standard items returned within 14 days, unused and in original packaging | Feed or consumable products |
| Faulty, damaged or incorrect items, your statutory rights apply | Items returned outside the 14 day window unless faulty |
Restocking Fees and Shipping Costs
Change of mind returns may be subject to a restocking fee of up to 20 percent.
This fee covers the real costs involved in processing a return, including receiving, inspecting, repackaging, restocking the item, and the loss of value that can occur when a product is handled and returned to inventory.
Original shipping charges are not refundable.
If an order originally qualified for free shipping and a return reduces the order value below the free shipping threshold, the original delivery cost may be deducted from the refund where permitted by law.
How to Return a Product
Returns must be approved before being sent back.
- Request approval by contacting our team with your order number and return details
- Wait for instructions before sending any items
- Pack securely in original packaging with all accessories, manuals, labels and documentation
- Use a tracked service and keep your lodgement receipt
Who Pays for Return Shipping
- For change of mind or incorrect items ordered, return shipping is the customer’s responsibility
- For faulty, damaged or incorrectly supplied items, we will provide a prepaid label or reimburse reasonable return shipping costs as required under Australian Consumer Law
If items arrive back used, damaged, or not in a resaleable condition, this may affect your eligibility for a refund or the amount refunded.
How to Request a Return
Contact our customer service team with your order number and details of the item you wish to return. Please wait for confirmation and return instructions before sending anything back. Once the item is received and inspected, we will confirm the outcome in line with this policy.
Contact Us
Email: [email protected]
Phone: 1300 680 428
Return Postal Address:
ATT: N&W Livestock (Returns)
11 Whites Road
Glenorie NSW 2157
This policy should be read together with our Terms and Conditions. Where there is any inconsistency, your rights under the Australian Consumer Law apply.
