Returns Policy

(effective 10th May 2015)

Thank you for your business. We hope you are happy with the products you purchased from us and that the quality of the products we carry met your expectations. As with any business transactions, there are terms and conditions for every sale. It is vital that you are aware, that by placing an order or making a purchase at Saint Vincent Group (SVG), you agree to our terms and conditions set forth.

We endeavor to provide you the best product quality and services. Based on this principle, once goods are delivered, the sale is deemed final and fully payable.

We understand however, that sometimes a product may not be what you expected it to be. In that unlikely event, we ask you to review the following terms related to returning a product, which is subject to approval, and considerations are made on a case-to-case basis.

Should your return/refund request be successful, a credit note will be issued by us which can be used against any future purchases. SVG reserves the right to provide a partial refund to cover labour and transportation costs. Please note that we do not issue cash or cheque refunds. Should a return/refund request is refused by SVG, please respect our management’s decision, it is final and cannot be disputed.

Customers are cautioned not to return any product to any of SVG’s representative if it is not accompanied by a credit note from us. Customers who choose to return something to any of SVG’s representative without a credit note in exchange, does so at it’s own risks and cannot expect a refund / exchange / credit note subsequently.

Products returned to us must be free of price tags / price markings. It is the customer’s responsibility to ensure that all price tags / price markings are removed from the packaging. SVG reserves the right to refuse an item if the packaging is not in a good sellable condition or that if it is deteriorated.

Certain products cannot be returned. This includes but not limited to:

• damaged / non-resalable product

• heat sensitive veterinary supplies
• opened sterile items
• special order
• frozen animal food
• live animals and feeders
• special bulk deals
• trade promotional offers & discounted items
  
  

At SVG, our aim is to supply the freshest perishable goods to our customers. This is why we adopted the FEFO (first expiry first out) practice in our facility. For this reason, customers may not request for exchange of products with the intention of refreshing the product’s best before date. We believe this is a malpractice as it will undermine our efforts and put other retailers in a vulnerable position.

Customers may not return products to SVG with the intention of reducing their payables with us. Under no circumstances can a customer withhold their payment due to pending outcome of a sales return request. SVG reserves the right to refuse a return / refund request if customer’s account is in arrears.

Where applicable, certain technical products supplied are provided with manufacturer’s warranty. There will be no refund or replacement for any products that falls outside the Limited Product Warranty and Manufacturer’s Warranty.

Sales return process to follow:

Perishable goods

(products with an expiry or best before date such as: animal and pet food, treats, feed supplements, hygiene products, veterinary supplies etc…)

1. Fill out the SVG return slip and email it back to sales@saintvincentgroup.com. All entries are to be completed in order for the request to be processed.
2. Customer will be informed of the outcome of such return request in no less than one week. In some cases where authorizing personnel is on vacation or traveling, customer will be informed of the approximate time frame required for the outcome by our sales administrators.
3. If the return request is successful, customer to ensure all price tags / price markings are removed from our products and that the packaging of the products are in its original and sellable condition.
4. SVG representative will visit customer’s premises with a credit note on hand to collect the products. This normally happens when there’s a scheduled delivery at the customer’s premises. Alternatively the customer may bring the products personally to our storage facility upon receiving confirmation that the corresponding credit note is prepared and ready, between the hours of 3-5pm (Sundays to Thursdays).

Non-perishable goods

(pet / aquatic / reptile accessories which do not have a validity or best before dates. Examples: brush, fish net, bedding, decoration etc…)

1. Fill out the SVG return slip and email it back to sales@saintvincentgroup.com. All entries are to be completed in order for the request to be processed.
2. Customer will be informed of the outcome of such return request in no less than one week. In some cases where authorizing personnel is on vacation or traveling, customer will be informed of the approximate time frame required for the outcome by our sales administrators.
3. If the return request is successful, customer to ensure all price tags / price markings are removed from our products and that the packaging of the products are in its original and sellable condition.
4. SVG representative will visit customer’s premises with a credit note on hand to collect the products. This normally happens when there’s a scheduled delivery at the customer’s premises. Alternatively the customer may bring the products personally to our storage facility upon receiving confirmation that the corresponding credit note is prepared and ready, between the hours of 3-5pm (Sundays to Thursdays).

Technical products

(Exanples: aquarium and veterinary equipment which comes with Manufacturer’s Warranty)

1. Fill out the SVG warranty claim form and email it back to sales@saintvincentgroup.com. All entries are to be completed with a clear description of what / why the product is faulty plus a copy of the end-user’s purchase receipt (as a proof of purchase) in order for the request to be processed. The store receipt must be in printed format and hand-written receipts will not be recognized.
2. SVG representative will visit customer’s premises to collect the technical product for inspection. This usually happens when there’s a scheduled delivery at the customer’s premises. Alternatively the customer may bring the products personally to our storage facility between the hours of 3-5pm (Sundays to Thursdays).
3. Upon completion of inspection, customer will be informed of the outcome of such return request in no less than two weeks. In some cases where authorizing personnel is on vacation or traveling, customer will be informed of the approximate time frame required for the outcome by our sales administrators.
4. If the return request is approved and product is covered under manufacturer’s warranty, SVG will either repair the product or dispatch to the customer a free replacement if the product cannot be repaired. It is our sole discretion as to whether we replace the item with a New or Refurbished unit.

Common reasons cited for returns: