Refund policy
8. RETURNS AND REFUND POLICY
8.1. Consumer Guarantees
Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified.
8.2. Change of mind returns
Unless otherwise agreed by us in our discretion, unfortunately we do not offer change of mind returns and exchanges/refunds. If we do agree to a change of mind return for a refund or exchange, then this will be subject to your compliance with any conditions that we specify. This includes if your pet does not like the flavour profile or taste of the Products. This no change of mind policy for returns does not limit or apply to any returns made for faulty products in accordance with the other terms of this clause.
8.3. Faulty Products Returns
(a) You must inspect all Products immediately on receipt of the Products and before use/pet consumption.
(b) You may reject any Products as faulty provided that you give us notice of such fault including information of your Products and the fault:
(i) in the case of a fault that is apparent on normal visual inspection, within 24 hours of receipt or before use/pet consumption (whichever is first); or
(ii) in the case of a latent defect (being a defect that is not apparent on an initial visual inspection), within a reasonable time of the latent defect having become apparent and within an acceptable period as required by the Australian Consumer Law.
(c) You must do all that is reasonable to prevent the Products from becoming faulty or mitigate any further harm or damage. Products must be stored in a manner that does not cause any further harm or damage to the Products. Products (whether faulty or not) must be stored and handled in the same manner as if they had no fault. Once opened, all Products must be suitably stored as provided by the instructions set out on the Website or provided with the Product.
(d) We may require that you provide us with proof of the fault including by way of photographic or video evidence before you send it to us. In providing this information to us you authorise our use and disclosure to those third parties that may assist us in assessing the fault (such as the manufacturer or third party service providers).
(e) Once we have received the information about the fault and consider it likely that there may be a fault in the Products, we will provide you with instructions on how to send the Products back to us. Please note that we reserve the right to assess the Products before providing a replacement or refund.
(f) In sending the Products back to us:
(i) ensure the Products are packaged and stored in a way that will not cause any further harm or damage to the Products. We are not responsible for any damage caused during return transit due to inadequate protection or storage methods;
(ii) ensure that the Products are packaged and delivered with registered post (or a similar service). We will not be responsible for any Products lost in the post;
(iii) certain costs may be incurred by you in returning the Products to us, including postage or freight costs. We are not liable for those return costs (although if we accept that a Product is faulty, we may reimburse you the costs of return upon receipt of evidence of the costs incurred); and
(iv) you must return the Products in the way as instructed by us or we will be unable to process your return and your Products may be forfeited.
(g) We reserve the right to assess the condition and age of the Products before providing a replacement or refund. We will not be liable for or required to accept any return for any fault or damage where such fault or damage is caused or partly caused by or arises as a result of:
(i) your acts or omissions, including where you fail to take reasonable steps to prevent them from becoming defective or you fail to follow our instructions or standard practice for products the same as or similar to the Products (such as a failure to keep the Products refrigerated where required);
(ii) your continued use/pet consumption after discovering fault, or attempting to alter the Products without our consent;
(iii) you failing to maintain the Products in accordance with any instructions provided with the Products or on the Website;
(iv) wilful damage, negligence or abnormal use or storage.
(h) If there is a fault, you may choose to receive a refund or a replacement .
(i) In the event that we do not find a fault in the Products, the replacement or refund will be refused, and the Products will be returned to you at your cost.
(j) In the event that you fail to comply with any of your obligations set out under this clause, including in respect of the return of Products, we reserve the right to refuse to provide you with a replacement or refund of the Products in our discretion (acting reasonably).
8.4. General
(a) Any refunds provided under this clause will be issued to the same payment method which was used for the purchase and will be processed within 3 weeks of confirmation that the conditions of refund have been met.
(b) You must read the label and tag on the Product before consumption by your pet. You acknowledge that the Product is suitable for animal consumption (as advised by us) only and not suitable for humans.
(c) A Product will not be deemed faulty simply because your pet does not like the taste or flavour profile of the Products, or because the colour of the Products is different to what is shown on the Website. Product colours and textures may vary from what is shown on the Website.