REPAIR, REPLACEMENT AND REFUND POLICY
Pawfect Choice wishes to ensure that you have a pleasant experience with us. We make every effort to ensure that we carry the best range of products sourced from within Australia and overseas to meet you and your fur-babies every need!
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from Pawfect Choice is found to be defective, or it does not meet your needs, Pawfect Choice will happily repair or replace the product, or offer you a refund.
This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.
- We cannot issue credits or refunds unless you have first spoken to a Pawfect Choice representative, as we need to issue you with a returns number and address before you send us back any items. Without these, we will be unable to process your return and refund the cost of your item(s).
- Goods that have passed their expiry date will not be accepted for return or refund.
- All goods that carry a warranty or guarantee of the manufacturer shall be returned, exchanged or refunded when so agreed by the manufacturer.
- If a Product Claim is made for a customer error or change of mind and Pawfect Choice accepts that Product Claim, Pawfect Choice may charge the Customer an AUD $5.00 Restocking Fee, also the purchaser is required to pay all costs incurred with regard to shipping the product back to Pawfect Choice. Except in cases where the product was shipped in our error or was considered to be faulty or defective on arrival.
What is the Pawfect Choice’s change of mind policy?
If you change your mind about a product you have purchased from us, you can return that product to us within 21 days of purchase. We will happily exchange or provide store credit of the original purchase price of that product provided the product and packaging is in its original condition and the product is re-saleable. Any gifts or bonus offers provided with the product must also be returned.
What is Pawfect Choice’s delivery refund policy?
If the product is defective or damaged in transit, please email photos of the damaged item to firstname.lastname@example.org, include your invoice number and name, and we will work with you to resolve the issue. If you return the product within 21 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not, however, refund delivery charges if the product is returned simply because you have changed your mind or the product is unwanted.
Faulty or defective products
If you receive a faulty product from us (including if a product is defective or damaged in transit on delivery to you) return it to us within 21 days of purchase and we will inspect the product and if we agree that the product is faulty and the fault is unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product. If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any). If however, you return the product more than 21 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by the customer service team. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.