Returns Policy
Faulty item / issue with treats:
Email us at contact@charlietreats.com.au to let us know what’s wrong, ideally with photos and your order number.
If the product is faulty, damaged, incorrect, or not of acceptable quality, we’ll offer a replacement, refund, or store credit as appropriate.
Because dog treats are a consumable product, we do not offer a lifetime warranty.
Change of mind / ordered the wrong item:
If you change your mind or ordered the wrong item, please email us at contact@charlietreats.com.au within 14 days of receiving your order.
For food safety reasons, dog treats can only be returned if they are unused, unopened, sealed, in original condition, and in their original packaging.
Return postage is at your cost for change-of-mind returns. If we have sent the wrong item, or the product is faulty, we’ll cover the reasonable return shipping cost or arrange a suitable remedy.
Returns in legal-language
True Charlie Co. t/a Charlie Treats (ABN 52659183329) ("we", "us" or the "Proprietor") prides itself on providing products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. Returns remain subject to our Website Terms of Use (https://charlietreats.com.au/pages/terms-conditions) If you would like more information, please don’t hesitate to contact us.
Our goods 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 goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A product or good has a major failure when:
it has a problem that would have stopped someone from buying it if they’d known about it;
it is significantly different from the sample or description;
it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
it is unsafe.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.
Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.
Refunds
If you have placed an order with us and wish to cancel it, we may provide a full refund provided that we receive notice of the cancellation before we have begun processing your order. If we have already started processing your order, we may be unable to provide a refund.
If you are not satisfied with any item that you receive from us, you may be entitled to return that item to us in accordance with the below.
Returns
Replacement, refund or credit as remedy
If there is an issue with any dog treats you receive from us, please let us know as soon as possible so we can assess the issue and determine an appropriate remedy. Depending on the circumstances, we may offer a replacement, refund, or store credit.
What you must return to us
To receive a replacement, refund or credit where a return is required, you must return the item to us along with its original packaging, unless we advise otherwise.
Change of mind returns for dog treats
Due to food safety and hygiene reasons, we do not accept returns of opened or unsealed dog treats for change of mind.
If you change your mind or ordered the wrong item, we may accept a return only where the dog treats are unopened, sealed, unused, in original condition, and in their original packaging. You must notify us within 14 days of receiving your order.
Faulty, damaged or incorrect products
If the dog treats supplied are faulty, damaged, unsafe, not of acceptable quality, or not what you ordered, please contact us as soon as possible. Once we assess the issue, we may provide a replacement, refund, or store credit, in accordance with your rights under the Australian Consumer Law.
Because dog treats are consumable products, they are not covered by any lifetime warranty or guarantee. However, this does not limit any rights you may have under the Australian Consumer Law.
Business Days
In this returns policy, "Business Day" means a day (other than a Saturday, Sunday or public holiday) when banks in Melbourne, Victoria are open for business.
Shipping costs
For change-of-mind returns, you must pay the costs involved in shipping the returned product back to the Proprietor. If we consider that the Proprietor is not at fault, no reimbursement in respect of those shipping costs will be provided.
If we consider that the Proprietor is at fault, including where the product is faulty, damaged, incorrect or not of acceptable quality, we will reimburse you for your reasonable shipping costs incurred in returning the product to us, or otherwise provide an appropriate remedy.