Assisi Loop/Lounge returns policy 2025
There are 4 scenarios where you may wish to return the wheelchair. This policy outlines 4 scenario's and the return policy for each one. If you feel you have another scenario that isn't covered, please contact us via email at [email protected]
Please contact us prior to returning or exchanging goods so we are aware of your incoming products. Contact must be made by email of your intention to return or exchange the product within 5 business days of receiving the goods. Goods sent back without prior notification may not be accepted for refund. The product must be returned within 10 business days. In the case of a postal delay, a courier receipt or email with tracking number sent on the day you returned the item is sufficient that it has been sent back to us within accepted time frames.
For items purchased via invoice, please provide the bank details on the form below for refund. We will notify you when the refund has been processed. Exchange or warranty claim items will be sent to the original postal address unless notified otherwise by email prior to dispatch.
How to return items:
- I've changed my mind, or my dog doesn't want to use it: Unfortunately, we are unable to refund due to change of mind or lack of patient acceptance.
- My dog has passed away before it arrived, or within a few days of it arriving. I haven't even opened the box yet: We are able to provide you a refund if you haven't opened the box or any of the packaging for this reason, and you contact us within 5 working days of it's arrival. As long as it arrives back to us in the same, untouched and undamaged condition we will be able to refund you. We do have tamper proof tape on the boxes so we are unable to accept a refund if this has been cut or damaged.
- It seems to be the wrong size: We do sell the 10cm and 20cm loop. As long as we have not ordered this item in as a special order for you (you would have been notified), then we can swap it over as long as the box is unopened and the tamper proof tape is still intact. The loop lounges are special order items and cannot be refunded or exchanged.
- You wish to make a warranty claim: Please email us directly at [email protected] about your concerns. We will contact the manufacturer immediately to expedite your claim. The Animal health Assisi warranty is a limited warranty covers defects in materials and workmanship for the Products. This limited warranty lasts from the date of purchase for 90 days for the Assisi Loop and Calmer Canine products and two (2) years from the date of purchase for Assisi Loop Lounge® products. Please ensure you include your tracking sheet if your claim relates to the number of treatments on your assisi loop being less than 150.
Please contact us prior to returning or exchanging goods so we are aware of your incoming products. Contact must be made by email of your intention to return or exchange the product within 5 business days of receiving the goods. Goods sent back without prior notification may not be accepted for refund. The product must be returned within 10 business days. In the case of a postal delay, a courier receipt or email with tracking number sent on the day you returned the item is sufficient that it has been sent back to us within accepted time frames.
For items purchased via invoice, please provide the bank details on the form below for refund. We will notify you when the refund has been processed. Exchange or warranty claim items will be sent to the original postal address unless notified otherwise by email prior to dispatch.
How to return items:
- Contact us within 5 business days of receiving your order to notify us on the intention to return your item and the reason why. The item must be returned within 10 business days.
- Complete and return the Product return form for Red Dog Rehabilitation products below either online or manually.
- Place ensure the item is in the original intact packaging ideally with receipt or invoice copy. If you don't have access to the receipt or invoice, please write your name and details on a piece of paper to place inside the package to avoid confusion on arrival.
- Please contact us for the return address. Please return by courier or economy courier. Returns must at least have a tracking number to trace. If the parcel is valuable, please check the option you choose has insurance in case of damage during transit. We are not responsible for any lost or damaged product in transit back to us. The product must return to us in it's original and resalable condition in order for us to process a refund or exchange.
- If a refund is required, they will be processed within 10 business days of the product arriving back on site. We will notify you when the refund is completed.
