Refund and cancellation policy:

Overview

This policy explains cancellation and refund rights under applicable laws in:

  • Ireland (EU)

  • United Kingdom

  • Australia

It applies only where legally required and does not limit mandatory consumer rights.

Business vs Consumer Customers
Business Customers (Primary)

Purchases made by farms, veterinary practices, or agricultural businesses are Business to Business (B2B) transactions.
Statutory cancellation rights generally do not apply unless agreed in writing.

Consumers

If you are an individual purchasing for personal use, consumer protections may apply.

Cooling-Off Rights (UK & Ireland)

Consumers may cancel eligible purchases within 14 days:

  • Goods: from receipt

  • Services: from contract date

When Cancellation Rights Do Not Apply

Cancellation rights do not apply to:

  • Services already performed

  • Services started with your consent

  • Digital access once activated

  • Diagnostic, laboratory, or sample processing once commenced

  • Custom or personalised goods

  • Sealed goods opened for health or biosecurity reasons

Express Consent

By purchasing services, diagnostics, or digital access, you acknowledge that:

  • Performance may begin immediately

  • You may lose your right to cancel once delivery starts

Australian Consumer Law

Australian consumers do not have an automatic change-of-mind right.
Remedies apply only where goods or services are faulty or not as described.

How to Cancel (Where Eligible)

Notify us in writing before the cancellation period expires:
info@dairysmart.co.nz

Include your name, order reference, purchase date, and cancellation request.

Refunds

Refunds are processed within 14 days of receiving your cancellation notice.
For goods, we may withhold refunds until items are returned or return evidence is provided.

Non-Refundable Items (Unless Required by Law)

  • Diagnostics already commenced

  • Sample processing

  • Digital access once activated

  • Custom products

  • B2B services

Governing Law

This policy is governed by the laws of New Zealand.
Mandatory consumer protections in your country of residence continue to apply and are not excluded.