Refund, Return and Cancellation Policy

Live Animal Rule

Animals are living beings with distinct welfare needs. Refunds and returns are handled differently from ordinary goods. A Buyer may not request a refund or return solely due to change of mind, inconvenience, preference change, family disagreement, landlord restriction, failure to prepare housing, or unforeseen personal circumstances. ANIMEX will always prioritise the Animal's welfare in any refund or return decision.

Refund May Be Approved

A refund may be approved where the Seller: materially misrepresented the Animal; supplied the wrong Animal; lacked lawful authority to transfer; failed to provide required documents; concealed a serious pre-existing condition known or reasonably knowable to the Seller; engaged in unlawful conduct; created a proven welfare risk; or failed to hand over the Animal without lawful justification.

Refund May Be Refused

A refund will ordinarily be refused where the issue was disclosed or reasonably apparent; caused or contributed to by the Buyer; raised after the applicable Review Window without adequate justification; unsupported by evidence; based on buyer's remorse; or after funds have been released and recovery is not possible.

Adoption Fees

Adoption fees paid to a Welfare-Verified organisation are generally non-refundable once an adoption application has been approved and processed, unless the organisation approves a refund or applicable law requires otherwise. ANIMEX service fees are non-refundable once the service has been rendered, except as required by law.

Veterinary Evidence

ANIMEX may require a written veterinary report from a registered veterinarian under the Veterinary Professions Act before resolving any health-related Dispute. The cost is initially borne by the requesting party unless ANIMEX or the final resolution determines otherwise.

CPA Warranty

Where the CPA applies and the Animal qualifies as goods for CPA purposes, the non-excludable statutory warranty provisions of section 55 of the CPA apply. Any remedy involving an Animal must be administered in a manner consistent with Animal welfare and humane handling.

Animal Welfare Priority in Returns

Where a refund or return is approved, the Animal must not be abandoned, surrendered to unsuitable conditions, or returned without a welfare plan. ANIMEX may direct that the Animal be returned to the original Seller, to a Welfare-Verified organisation, or to the SPCA. The Buyer must follow ANIMEX's directions regarding safe, humane handling until the return is completed.