Refund policy

PERTH ZOO – ONLINE SHOP

RETURNS POLICY

1. CHANGE OF MIND

(a)  If you have changed your mind, Zoological Parks Authority (Perth Zoo, we, us our) may offer you a refund provided that the refund:

(i)  is made within 30 days of purchase;

(ii)  you provide satisfactory proof of purchase eg receipt or credit card statement which clearly shows the purchase was from Perth Zoo;

(iii)  the goods are in saleable condition which includes that they are unworn or unused, and in original sealed packaging or tags attached and product seal is unbroken;

(iv)  the goods do not fall within any of the following categories:

  • pierced jewellery

  • personal care products including creams, perfumes, electric toothbrushes

  • perishable goods

  • clearance items

  • goods that have a 'no return' (or similar) sticker.

(b)  The above change of mind exclusions do not affect your rights under the Australian Consumer Law.

(c)  Zoo Shop staff will assess the goods (in-store and online returns) to determine whether a refund will be offered in accordance with our Returns Policy. We will send you an email to notify you whether we have approved or rejected your request for a refund.

(d)  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

(e)  The delivery costs associated with returning of non-faulty goods and with shipping exchanged goods are the responsibility of the purchaser.

(f)  As we cannot guarantee that we will receive your returned item, we recommend using a trackable shipping service and purchasing shipping insurance in the case of good valued over $75.

2. Consumer Guarantees

(a)  Change of mind limits and time frames specified in clause 1 do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

(b)  The Australian Consumer Law gives consumers rights, known as consumer guarantees. The consumer guarantees apply to any goods purchased from the Zoo Shop.

(c)  Under the consumer guarantees, if goods you have purchased from the Zoo Shop Australia Post are:

(i)  faulty;

(ii)  incorrectly described;

(iii)  different from a sample shown;

(iv)  not able to do what we said they would do; or

(v)  not of an acceptable quality,

you may return the goods to us within a reasonable time after purchase.

(d)  Where you believe goods purchased from the Zoo Shop do not meet a consumer guarantee, you can return the goods to the Zoo Shop and our staff will either:

(i)  assess the goods and the cause of the problem ‘in store’; or

(ii)  where it is considered necessary, arrange for the manufacturer (or the manufacturer’s repair agent) to assess the goods and the cause of the problem (you will need to pay the costs associated with sending; however, postage or reasonable transportation costs may be recoverable if goods are assessed as having a failure – so keep your proof of purchase for the postage).

(e)  If the goods has a major failure, you may reject the goods and seek a refund, exchange or repair or you may keep the goods and seek compensation for any drop in value and any other reasonably foreseeable loss or damage. If the failure is minor, we will arrange for the manufacturer to repair the goods (or, at our discretion, we may replace the goods or refund you) within a reasonable time, and if this is not done, you are entitled to cancel your contract and obtain a refund.

(f)  Perth Zoo reserves the right not to offer an exchange, repair, replacement or refund where the fault is a result of misuse, or the goods are damaged after you have purchased and taken possession of it.

(g)  You must provide satisfactory proof of purchase before seeking a remedy under the Australian Consumer Law.

3. Refund Method

Refunds will be issued using the same payment method as that used for your original purchase.

4. Additional information

You may be asked to present photo identification (eg Driver's Licence) and to verify your signature.

5. Enquiries

For return enquiries, please contact:

onlineshop@perthzoo.wa.gov.au

Perth Zoo Shop, PO BOX 489, SOUTH PERTH, WA 6951