Returns & Refunds Policy

At NoseyPets, we want you to be completely satisfied with your purchase. If you change your mind or if your items are faulty, this Returns & Refunds Policy outlines how you can return products in accordance with Australian Consumer Law and international regulations.

Please take a moment to read our policy to understand your rights and the process for returning products.

 

1. Australian Consumer Law (ACL)

Under Australian Consumer Law, consumers are entitled to a refund, repair, or replacement if a product is faulty, not of acceptable quality, or does not match the description provided at the time of purchase. The consumer’s rights under ACL apply in addition to any returns rights you may have under this policy.

  • Major Failure: If an item has a major failure (e.g., it is faulty, significantly different from the description, or unsafe), you are entitled to a repair, replacement, or refund.

  • Minor Failure: If an item has a minor failure (e.g., it does not work as expected but can still be repaired), we will provide a remedy such as a repair or replacement.

If you believe a product has a fault, please contact us at brandon@noseydogs.com.au for assistance.

 

2. Returns for Change of Mind

We understand that sometimes things don’t work out. If you simply change your mind, you may return items within 14 days of receiving your order. The following conditions apply:

  • The product must be unused, unopened, and in original condition with all tags, packaging, and accessories intact.

  • You must cover the return shipping costs unless the product is faulty or damaged.

  • For hygiene and safety reasons, we do not accept returns on food, treats, or personal care items (unless they are faulty).

 

3. Faulty or Damaged Items

If you receive a faulty, damaged, or incorrect item, we will provide a refund, repair, or replacement, depending on the nature of the issue. Please note the following:

  • Timeframe: You must notify us of the fault or damage within 14 days of receiving the product.

  • Proof of Fault: We may require photos or additional information to assess the issue and determine the best course of action.

  • If a product is deemed faulty, we will cover the return shipping costs.

 

4. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email us at brandon@noseydogs.com.au with your order number, a description of the issue, and, if applicable, photos of the item.

  2. Return Approval: We will review your return request and provide instructions for how to return the item.

  3. Return Shipping: Return the product to the address provided by our customer service team. You will be responsible for the return shipping costs unless the product is faulty or damaged.

  4. Processing the Return: Once we receive the returned item, we will process your return and issue a refund, replacement, or repair, as applicable.

 

5. Refunds

Once a return has been processed, refunds will be issued to the original payment method. Refunds will be processed within 7-10 business days after we receive the returned item and confirm it meets the criteria for return.

 

6. International Returns

If you are located outside of Australia, international returns are subject to the following:

  • You are responsible for the return shipping costs.

  • We recommend using a trackable shipping service or purchasing shipping insurance to ensure the safe return of your item.

  • Customs Duties and Taxes: Any customs duties, taxes, or import fees incurred on returns are the responsibility of the customer.

 

7. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Food

  • Treats

  • Personal care items (e.g., grooming products)

  • Open or used products (unless defective or damaged)

 

8. Exchanges

We do not offer direct exchanges. If you would like to exchange an item for another size, colour, or product, please return the original item for a refund and place a new order.

 

9. Contact Us

If you need assistance or have any questions regarding returns, please don’t hesitate to reach out to us:

Email: brandon@noseydogs.com.au

We are here to help and ensure your shopping experience is as smooth as possible.