Refund policy

FAQs – Refunds, Delivery & Returns

Do you keep all items in stock?
Not always. Some products are kept in-store, others are ordered in. If out of stock, we’ll let you know. Delivery may take up to 6 weeks if items are sourced from suppliers.

What happens if my item isn’t available?
If we cannot supply your order, you can choose to:

  • Place the item on backorder (we’ll notify you of any price changes in advance and only proceed with your approval)

  • Take store credit

  • Get a full refund

How much is delivery?
We offer affordable courier rates. Delivery fees are calculated at checkout for major centers. If you’re in an outlying area (farms, hospitals, universities, etc.), we may need to re-quote. You can accept the new fee or cancel your order for a full refund.

When will my order ship?

  • If in stock and payment reflects, we aim to ship the same day.  Depending on order volumes however, shipping could be up to 2-3 working days for stock items.

  • If not in stock, please allow up to 6 weeks.

  • We’ll notify you of any delays.

What if my package can’t be delivered?
If undeliverable, we’ll contact you to arrange re-shipment.

What warranty do you offer?
All products carry the manufacturer’s warranty from the date of purchase, as required by the Consumer Protection Act (CPA).

My product is faulty – what do I do?
Contact us before returning. If the product is defective within 6 months of purchase, you are entitled to choose between:

  • Repair

  • Replacement

  • Refund

Can I return unwanted items?
Yes, you may return unused products within 7 days of delivery (the CPA’s “cooling-off period” for online purchases), provided they are in original packaging.

  • Refunds will exclude delivery fees.

  • You are responsible for return shipping.

  • Special-order or custom items cannot be returned unless defective.

Who pays for shipping faulty products?

  • If returned within 6 months due to a defect, we’ll cover shipping both ways.

  • After 6 months, standard warranty terms apply (you may need to cover shipping to us).