Refund policy

Refund and return policy

This policy applies to every order placed with MACK T NASH at annavet.shop.

Frozen food and change of mind

Because our products are perishable frozen seafood, we cannot accept a return simply because you changed your mind once the order has been dispatched. If your parcel is still unopened and you contact us within 30 days of delivery, we will refund the product value minus the shipping cost, provided the goods are still frozen and can be resold safely.

Damaged, thawed or incorrect orders

Please inspect your parcel on arrival. If seafood has arrived thawed, damaged, spoiled or is not what you ordered, contact us at support@annavet.shop or +61 429 075 183 within 48 hours of delivery with your order number and photographs of the product and packaging. Once we confirm the problem we will replace the item or refund the affected amount in full, including any delivery charge paid for that item. You do not need to return thawed seafood to us.

Missing or short deliveries

If a parcel is marked as delivered but cannot be found, tell us within 48 hours. We will open a carrier investigation and, where the carrier confirms the loss, replace or refund the order. Deliveries sent to an address you supplied incorrectly, or left unattended at your request, are your responsibility.

How refunds are paid

Approved refunds are returned to the original payment method within 5 to 10 business days. Your bank may need additional time to post the credit. We will always confirm the approval by email first.

Your statutory rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality. Nothing in this policy limits those rights.

Questions about a return can be sent to support@annavet.shop or +61 429 075 183; our address is 114 Bennett Rd, Horsham VIC 3400, Australia.