Refund policy

Last updated: 4 May 2026

Important Information

• Customers have the right to withdraw from the purchase within 30 days from delivery.
• Refunds are processed within 7 days from the date we receive the returned product.
• No restocking fees apply.
• The shipping costs for the return are the responsibility of the customer.
• Returns are accepted for both defective and change-of-mind items.
• It is possible to request an exchange for another item, if available.

Order Cancellation

If the order has not yet been shipped, you can request its cancellation. Just send us a message with the order number to info@adnovet.com.

If the shipment has not yet started, we will proceed with immediate cancellation. If the package is already in transit, you can use the normal return procedure.

Return and Exchange Procedure

You have the option to return or exchange purchased items within 30 days of delivery, without needing to provide a specific reason.

Please comply with the following conditions before proceeding with the return:

• Items must not have been worn or washed
• Original tags and labels must still be attached
• It is preferable to use the original packaging for the return

In other words: you are welcome to try the garment, but not to wear it for an extended period.

If the items meet the requirements for return or exchange, contact our customer service at info@adnovet.com with your order number. We will send you the return instructions by email.

Refunds

Once we receive the return (we recommend using a trackable shipping service and providing us with the tracking code), we will inspect the items. If they are intact and compliant, you will receive a confirmation email and the refund will be processed within 7 days via the original payment method.

Damaged or Incorrect Items

In rare cases, a product may arrive damaged or different from what was ordered.

In that case, please send us a description of the problem, a photo clearly showing the defect, and the order number to info@adnovet.com. We will find a solution as soon as possible: in most cases, we will send you a replacement product free of charge.

Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any guarantee, right, or remedy granted to you under the ACL.

Contact

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST). Weekend messages will be answered the following Monday.