RETURN POLICY
If any product you purchase from us is found to be defective, Boofhead Bites will happily replace the product, or offer you a refund.
Our Return and Refund 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 our main focus.
RETURNS AND REFUNDS (TREATS)
As we mostly sell hypoallergenic grain free pet treats, this policy focuses on pet treats. We believe in providing the fairest policy available and that means to current and future customers. That is why if you have purchased treats that have changed your mind about or your pet doesn’t like, we typically don’t offer a refund or exchange. We are unable to accept even unopened quality products because we know that we can’t safely resell a product once it has left our company.
This is why we ask clients to choose wisely, and if you are not sure, please review our site, or contact us for advice. And yes, under exceptional circumstances we can find an alternative solution, we like to be creative, cooperative and assist our clients above and beyond, where possible.
If a product is unspoiled and unopened and you request that we exchange it for something else, depending on the nature of the product, under exceptional circumstances we may consider this – however as pet health is our priority we rarely risk accepting a returned product to resell, which means that your postage costs and us receiving it will most likely be of little value to either of us.
SPOILED PRODUCTS
Due to the, natural, and nutritious value of our pet treats, it is possible that spoilage of the treats can occur. They do not have preservatives but should last three months under ‘pantry’ conditions (cool, dark and airtight containers).
But even with preservatives, products can spoil, because they are FOOD. If you think that the biscuits may not be edible, please contact us within 7 days of you receiving the treats so we can discuss the details of the issue.
We like to trust our customers, so unlike many companies we will not put you to the effort of returning your pet treats and giving you thousands of restrictive rules. We would like to discuss the treats you believe are spoiled, get a high res well lit photo and understand what went wrong so we can prevent such issues in future.
THEN, typically we will either present the option of:
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refunding the original purchase price of that product
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sending a replacement of the same product or products up to the same value OR
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Offering a discount on future orders (to be used within three months of purchase) up to the spoiled treats value.
We are an exceptionally reasonable business based on the best products and customer service. We work very hard to get and keep our customers so we treat all of your questions and queries very seriously and aim to resolve issues to your satisfaction.
This policy is explained only to help you understand that we are the good guys doing our best to make pets and owner’s happy.
RETURN AND REFUND OF ACCESSORIES
Please note Accessories that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair Accessories that we accept are faulty. If we consider the Accessory is not repairable or the same Accessory is not available, you are entitled to a full refund in the original tender.
REPLACEMENT ACCESSORIES
Where we agree to replace a ACCESSORY:
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A replacement for the Accessory that you ordered will be shipped to you at our expense after we have received your returned Accessory (does not apply to change of mind).
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The delivery time for the replacement Accessory will be the same as stated for the original Accessory.
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Consumer Guarantees under the Australian Consumer Law but no additional guarantees apply to all replacement products.
RETURNING A PRODUCT AFTER CHANGE OF MIND
All our Accessories come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Accessory delivered to you, you may, within thirty (30) days of the Accessory being delivered, return the Accessory, it must be as new and unused, with all tags and stickers still attached and with your original tax invoice (as proof of purchase) to us for a full refund of the purchase price of the Accessory. This refund does not include the costs of return postage. You are responsible for return postage to our warehouse. We recommend that Accessories are returned to us via courier or registered post to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. For information on the most appropriate way to return items for change of mind you must first contact the Customer Service team via one of the following methods:
M:+61 456 456 069
Email: boofheadbites@gmail.com or use the contact form
This change of mind guarantee does not apply to Products that we repair or replace under these T&C’s.
Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind guarantee is in addition to those rights.
ORGANISING THE RETURN OF ACCESSORIES
To return any item for any reason you must arrange the return
by return postage through Australia Post to Boofhead Bites, 208 Saltwater Pm, Point Cook, VIC 3030.
YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
Our Boofhead Bites come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure … 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.