Refund policy

Thank you for shopping at Hayes & Co, and for supporting a family-run local business. We take pride in offering quality products, trusted advice, and friendly service to our customers.

Whether you’ve changed your mind, or something isn’t quite right, we want you to have confidence when shopping with us. To assist you, we’ve established the following Returns and Refunds Policy, subject to the conditions below.

This policy applies to all purchases made online and in-store at our Silverdale location (5380 Cunningham Highway, Silverdale Queensland).

If any product you purchase from Hayes & Co is found to be defective, faulty, or not fit for purpose, we will gladly repair or replace the product, or offer a store credit, in accordance with your rights under the Australian Consumer Law (ACCC).

Proof of Purchase:

A valid proof of purchase is required for all returns, refunds, defects and exchanges. Acceptable proof of purchase includes:

• Original store receipt or tax invoice
• Online tax invoice (order confirmations alone are not accepted)
• Bank or credit card statement showing the transaction
• PayPal or other online payment confirmation


Without proof of purchase, we may be unable to process your return.

Change of Mind Returns:

If you wish to return an item because you’ve changed your mind, we may offer an exchange or store credit provided:

• The item is returned within 14 days of purchase
• Proof of purchase is provided; and
• The item is unused, in its original condition, with all tags and packaging intact.

  

Please note refunds for change of mind are not available.

Exclusions:

For health, safety and practical reasons, the following items cannot be returned or exchanged unless they are faulty:

• Gift vouchers
• Hygiene-sensitive items (e.g. undergarments, grooming tools for animals)
• Horse bits
• Refrigerated vaccines
• Animal medications
• Chemicals with a broken seal (e.g. pesticides, fertilisers, herbicides, rodent baits)
• Custom-made, made-to-order, or special request items
• Clearance or final sale items
• Live animals (see below)


Live Animals (Silverdale Rural Centre Only):

At Hayes & Co, we maintain a high standard of animal husbandry at our Silverdale Rural Centre and are committed to the health and wellbeing of every animal in our care. We also strive to educate our customers on best practices and responsible pet ownership to ensure positive outcomes for both the animal and owner. We understand that unforeseen circumstances can arise where an animal may need to be returned. However, we do not accept the return of a live animal simply for a change of mind.

A refund or replacement may be offered if:

• The animal has died within 14 days of purchase through no fault of the purchaser; or
• An illness is identified by a qualified veterinarian that could not have been prevented through reasonable care.


For small animals (e.g. chickens), we also provide a 24-hour health guarantee. If within the first 24 hours your animal displays unusual behaviour, appears unwell, or dies, we will offer to replace the animal or provide a refund.

We take all matters relating to animal welfare seriously and will assess each case individually with care and understanding.

Damaged or Incorrect Items:

Please inspect your order upon receipt and contact us immediately if any item is defective, damaged, or incorrect so that we can assess the issue and provide an appropriate resolution promptly.

In some cases, Hayes & Co may elect to return a product to the manufacturer or supplier to determine the nature of the problem. We reserve the right not to offer a refund or exchange where the fault is a result of misuse, neglect, or improper handling. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Gift Vouchers:

Physical and digital/online gift vouchers cannot be returned or exchanged if you change your mind, nor can they be redeemed for cash.

Hayes & Co will provide a replacement voucher only where the original voucher is not of acceptable quality.
Please note that Hayes & Co is not responsible for and cannot replace vouchers that are lost or stolen.

How to Return an Item:

If you purchased your item in store, please bring it back to our Silverdale store with your proof of purchase and our team will be happy to assist you. For online orders, please contact our team to initiate a return before returning any items.

Email: shop@hayesandco.com.au 

Phone: (07) 5463 8099

Once your return request has been reviewed, we’ll provide instructions on how to proceed.

Items should be securely packaged and include your proof of purchase. For online purchases, please ensure goods are packaged safely to prevent damage in transit. Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Refunds:

Where a refund is approved, it will be processed using the original payment method.
 Please note:

• Refunds cannot be processed over the phone.
• Refunds must be made to the same card or account used for the original purchase.
• It may take several business days for your financial institution to process and post the refund.


Your Consumer Rights:

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACCC).
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.

If the issue is minor, Hayes & Co reserves the right to offer a repair in the first instance and may choose not to provide a refund or exchange credit.

Privacy

When processing a return or refund, we may ask for information that is relevant to your transaction to satisfy legislative requirement. If a return is processed without a receipt, you may be asked to provide identification containing your full name. Hayes & Co will securely store this information in accordance with our Privacy Policy and use it only for fraud prevention and record-keeping purposes. If you have any questions about our Returns and Refunds Policy, please contact our team at shop@hayesandco.com.au.