Refund policy

RETURN AND REFUND POLICY

At BA GET LA TROBE PTY LTD (operating via http://s04h9q-bi.myshopify.com/), we want you and your furry companions to love every purchase! We pride ourselves on delivering high-quality pet products, including pet bowls, leashes/harnesses, and pet beds.

This Return and Refund Policy outlines your rights under Australian Consumer Law (ACL) and provides clear guidelines on how to return items, request replacements, or claim refunds.

1. AUSTRALIAN CONSUMER LAW (ACL) GUARANTEES

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 repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or modifies your statutory rights under the Competition and Consumer Act 2010 (Cth).

2. 30-DAY CHANGE OF MIND RETURNS

We understand that pet sizes or preferences can sometimes be hard to judge online. We offer a 30-day Change of Mind Return Policy under the following conditions:

Return Window: You must initiate your return within 30 days from the date of order delivery.
Condition of Items:
- Pet Beds: Must be completely unused, unwashed, free of pet hair/fur, odors, stains, or saliva.
- Leashes & Harnesses: Must be unused, tags intact, and in original packaging without signs of chew marks, wear, or field use.
- Pet Bowls: Must be unwashed, unused, in original packaging, free of scratches or water residue.
Return Shipping: For change of mind returns, the customer is responsible for all return postage costs.

Note: For hygiene and health reasons, any pet beds or bowls that show signs of animal use, fur contamination, or washing will NOT be eligible for a change-of-mind refund.

3. DAMAGED, DEFECTIVE, OR FAULTY ITEMS

If an item arrives damaged during transit or develops a manufacturing fault:

Contact Us Immediately: Email [email protected] within 7 days of receiving your package.
Provide Details: Include your order number, a clear description of the defect, and clear photographs/videos showing the fault (e.g., broken bowl, damaged clip on a leash, split seam on a pet bed).
Resolution: If deemed faulty under ACL standards, we will provide a prepaid shipping label for the return and offer you a free replacement, store credit, or full refund (including standard shipping fees).

Note: Normal wear and tear, damage caused by pet chewing/scratching, or improper laundering of pet beds are not considered manufacturing defects.

4. SIZING EXCHANGES (LEASHES & HARNESSES)

If you ordered the wrong size leash, collar, harness, or bed and need an exchange:

Contact us at [email protected] to confirm stock availability.
Return the unused, original-condition item to us (customer pays return postage).
Once received and inspected, we will dispatch the correct size or issue store credit so you can place a new order.

5. RETURN PROCESS

To request a return or exchange, please follow these steps:

Send an email to [email protected] with your Order Number and reason for return.
Wait for authorization and return instructions from our support team.
Pack the item securely in its original packaging to prevent transit damage.
Send the return parcel to our Australian processing warehouse:

BA GET LA TROBE PTY LTD

Attn: Returns Department

5/10 Talintyre Rd

Sunshine West VIC 3020

Australia
We strongly recommend using a tracked shipping service (e.g., Australia Post with tracking) as we cannot be held responsible for return packages lost in transit.

6. REFUND PROCESSING

Once your returned item is received at our Sunshine West warehouse, it will be inspected within 2 to 4 business days.
If approved, your refund will be processed back to your original payment method (Credit Card, PayPal, Afterpay, etc.).
Please allow 3 to 7 business days for the funds to reflect in your account, depending on your financial institution.