1. Introduction

This Returns Policy (Returns Policy) applies to all purchases from us. This Returns Policy is incorporated by reference into our Terms and Conditions (Terms) and any capitalised terms not defined in this Returns Policy are defined in the Terms. You agree to comply with all Terms when accessing or using our Services, including this Returns Policy.

2. Change of Mind Returns

Please choose the Goods carefully as K9 World does not accept returns for change of mind, (except where required by the Australian Consumer Law (ACL).

3. Faulty Goods

In the event that the Goods are faulty, damaged or broken, contact us at admin@k9world.com.au within a reasonable time of your purchase with the following details:

1. (a)  your Order number;

2. (b)  a photo of the faulty Goods and a description of the fault(s); and

3. (c)  proof of purchase in the form of your confirmation email, order receipt or original tax invoice, which must accompany your request.

We may require you to post the faulty Good to us for assessment as a faulty good (at your cost initially, with this cost being reimbursed to you if the Good is deemed to be faulty by us upon assessment and you agree to comply fully with such requests.

We can assist you with a replacement, repair or refund provided that, upon assessment by us, the Good:

1. (a)  is considered damaged, broken or faulty; or

2. (b)  varies significantly to the description and/or images on the Sites; or

3. (c)  delivered is not the item that was ordered; or

4. (d)  is otherwise in breach of the ACL.

Please note that it may be necessary for the manufacturer of the Goods to inspect the Goods in order to assess eligibility for return. K9 World will endeavour to procure such assessment within a reasonable time.

While Goods are being assessed, K9 World will not be deemed to have accepted the Goods for return.

If you were informed that the items were faulty at the time of the purchase, you will not be eligible to a return for the disclosed fault.

We reserve the right not to accept a return where the fault occurs due to a customer’s misuse or neglect of the Goods, reasonable wear and tear of the Goods, or where the Goods have been tampered with or contain missing parts. To the maximum extent permitted by law, we will not be liable for any defect or damage to the Goods which may be caused wholly or partially by or arise as a result of:

1. (a)  your failure to properly maintain or store the Goods;

2. (b)  your use of the Goods for any purpose other than that for which they were designed;

3. (c)  your failure to follow any instructions or guidelines provided by us, including any care instructions;

   or

4. (d)  fair wear and tear, any accident, or act of God.

4. Returns Process

Once you have contacted us about a faulty, damaged, incorrect or broken item, we will advise you to how to safely dispose of the item or where relevant, return it to us at our expense.

Please do not post a faulty, damaged or broken Good to us unless otherwise instructed by us in writing. We will assume no responsibility in circumstances where an item that is returned to us by post is not received by us or is lost or damaged. You acknowledge and agree that we will not be liable for missing deliveries of returned Goods. We encourage you to return your Goods via registered or traceable postal services as return parcels remain your responsibility until received by us. Returned items must be sent by a prepaid method of shipping.

5. Replacements and Exchanges

Please note that we may not be able to offer a replacement or exchange on some Goods if there is no longer stock available.

6. Refund Tender

If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.

Please note that processing of refunds can take up to seven (7) business days to show on your account due to varying processing times between payment providers.

7. Consumer Guarantees

This Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

If you believe an Good purchased from us is faulty, you may have rights under the ACL. Where there is a major failure with the item, you may choose a refund, exchange or repair under the ACL. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure. Where an item is damaged through misuse, we cannot provide a refund, exchange or repair.

Certain legislation including the ACL in the Consumer and Competition Act 2010 (Cth) and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of Goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL, this policy and any terms and conditions specified on our Website.

8. Amendment

This Policy may be amended from time to time by us, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check our current Terms and Conditions, before making any purchase. Our agents and third parties do not have authority to change this Returns Policy or our Terms and Conditions and as such, any authorised changes to this Returns Policy or our Terms and Conditions will be displayed on our Sites.

9. Contact Us

If you have any enquiries regarding your return or our Returns Policy, you may contact our customer service team through email at admin@k9world.com.au.

Last updated: 10 November 2021