Refund Policy

Arcalab | Effective Date: 9 April 2026

This policy applies to all purchases of dog dental care products (including dog toothpaste and dog toothbrushes) made through Arcalab. Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms set out below.

1. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). Our goods come with guarantees that cannot be excluded under the ACL. 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, and the failure does not amount to a major failure.

2. Change of Mind Returns

We offer a voluntary change-of-mind return window of 30 days from the date of delivery. This is a discretionary policy and does not affect your statutory rights under the ACL.

Eligibility Conditions

To be eligible for a change-of-mind return, the following conditions must all be satisfied:

  • The item must be unused and in its original, unaltered condition.
  • The item must be in its original, sealed packaging with all labels intact.
  • The return request must be submitted within 30 days of the confirmed delivery date.
  • Items must not be marked as 'Final Sale' or 'Non-Returnable' at the time of purchase.
  • A photograph of the item in its current condition must be provided at the time of the return request to allow us to assess eligibility.

Hygiene & Safety Note: Due to the nature of pet oral care products, items that have been opened, used, or whose original packaging has been broken are strictly ineligible for change-of-mind returns on hygiene and safety grounds. This does not affect your rights in respect of faulty or non-conforming goods.

After the 30-day window has expired, we are unable to offer refunds, store credit, or exchanges for change-of-mind returns.

3. Sale & Promotional Period Purchases

Change-of-mind returns and exchanges are not available for items purchased during sale or promotional periods. Items purchased at a discounted price are final sale for change-of-mind purposes. Your statutory rights under the ACL are not affected.

4. Return Costs & Restocking Fee

  • A restocking fee of 2.5% of the item's purchase price will be deducted from any change-of-mind refund.
  • Return shipping costs are at the customer's expense. You may, at your election, purchase a prepaid return label from us; the cost of this label will be deducted from your refund.
  • Original outbound shipping charges are non-refundable.
  • No restocking fee or return shipping cost will apply where the return is due to a fault, defect, or breach of an ACL consumer guarantee.

5. How to Initiate a Return

To initiate a return, contact us at info@arcalab.com.au or via Live Chat on our website within the applicable timeframe. Do not return any item without first receiving written approval from us. Items returned without prior written authorisation will not be accepted and may not be returned to you.

Once your return is approved, we will provide a return authorisation number, a return label (if applicable), and instructions. Items must be returned in accordance with those instructions.

Refunds will be processed to your original payment method within 10 business days of our receipt and inspection of the returned item. Please allow additional time for your bank or payment provider to process the transaction. If you have not received your refund within 15 business days of written approval, contact us at info@arcalab.com.au.

6. Exchanges

We do not hold stock for exchanges. The most efficient way to receive a different item is to:

  1. Return your original item in accordance with this policy; and

  2. Place a new order for the item you require.

Exchange requests must be submitted within 30 days of delivery. Items must be returned in original, unused condition and packaging. Return shipping costs for exchanges are at the customer's expense.

To request an exchange, contact info@arcalab.com.au with your order details.

7. Damaged, Faulty, or Incorrect Items — Your ACL Rights

If you receive an item that is damaged, faulty, not fit for its described purpose, or does not match the description provided, you may have rights to a remedy under the ACL regardless of our discretionary return policy.

Please inspect your order upon delivery. If you believe your item is damaged, faulty, or incorrect, you must contact us within 7 days of delivery to preserve your claim. Contact us at info@arcalab.com.au with the following information:

  1. Your order number

  2. A photograph of the outer packaging as received

  3. Clear photograph(s) identifying the fault, damage, or issue

  4. A brief description of the issue

We reserve the right to assess the item and determine an appropriate remedy, which may include repair, replacement, or a refund, consistent with the ACL.

Important: Claims for damage or faults cannot be assessed without the information listed above. Failure to provide this information may affect our ability to process your claim; however, this does not extinguish any rights you have under the ACL.

8. Natural Product Variations

Minor natural variations in product appearance (such as colour, texture, or minor cosmetic differences within acceptable manufacturing tolerances) do not constitute a defect or fault and are not eligible for returns under this policy. This does not affect your rights where a product materially fails to conform to its description or is not of acceptable quality.

9. Non-Returnable Items

The following items are not eligible for change-of-mind returns:

  • Items purchased during sale or promotional events
  • Gift cards
  • Opened or used pet oral care products (hygiene grounds)

This does not affect your rights under the ACL in respect of these items where a consumer guarantee has not been met.

10. Limitation of Liability

To the maximum extent permitted by law, Arcalab's liability in connection with a product purchased from us is limited to:

  • the replacement of the goods or supply of equivalent goods;
  • the repair of the goods;
  • the payment of the cost of replacing the goods or acquiring equivalent goods; or
  • the payment of the cost of having the goods repaired.

Nothing in this clause limits or excludes any liability that cannot be limited or excluded under the ACL.

11. Contact Us

For all returns, exchanges, or product queries:

  • Email: info@arcalab.com.au
  • Live Chat: Available on our website

This policy was last updated: 9 April 2026. Arcalab reserves the right to update this policy at any time. The policy applicable to your order is the version in effect at the time of purchase.