Puppy Leash

100% Satisfaction Guarantee

We're a grateful bunch here at AussiePup & Click Fetch, and we appreciate you and all of our customers for your consideration and purchase of our products. If you are not entirely satisfied with your purchase, we're here to help.

We want you to feel 100% safe in the knowledge that if you receive an item and decide for any reason it's not suitable, the right fit, what you thought it would be, or if you've simply changed your mind - you're sorted, we can easily organise an exchange - or - you can have your money back!

Just let us know your preference within 30 days and we'll sort it out!

Subject to a few small but (what we hope you feel are) reasonable terms:

• Despite offering "free" postage, we actually do pay to package and ship all our products to you wonderful people, that said refunds and exchanges exclude our original postage costs.
• We will need you to return the item to us! We need the item to be in resaleable condition - meaning it should arrive undamaged, unused (seemingly unused is okay! meaning: no dirt, hairs, visible wear or dog smell!), in it's original packaging with all parts and pieces it arrived with (able to be resold).

Note on Images and Sizes

Images

Although all care is taken to ensure our images represent the product you will receive - due to lighting, monitor calibration, and the fact some items are hand made - there may be some difference between the physical item and the item pictured.

Sizing

Items are sometimes hand made, and measurements may be off by 1-2cm as they are also measured by hand. If a precise measurement is required please do not hesitate to get in touch and we will help select the most appropriate size for your needs.

Item Sizes are relative to the product depicted and unless explicitly stated, they are not an indication of suitability of breed size i.e. "Small", "Medium", "Large" refer to the different sizes available of the product, it does not refer to "Small", "Medium", or "Large" size pets. This stated, it is important you check the description for item measurements and then measure the pet it is for to ensure suitability

 

Faulty Items and Return Requests

If you have received an item from us that has a fault - be sure to get in touch with us ASAP. Include as many photos of the fault if applicable and/or details of the issue.

We may ask that you complete a couple troubleshooting steps if the issue relates to function rather than a visible defect.

Items that are deemed faulty are eligible for either a Replacement or Partial Refund in accordance with Australian Consumer law.

• Replacement: If the issue is one that cannot be fixed we generally send a replacement (all shipping at our expense). We request that upon receiving the new item you replace the package contents with the faulty one and return to sender for inspection.
• Partial Refund: If the fault can be fixed by you or someone else at some monetary expense we are more than happy to consider this and a partial refund can be issued - this option can be requested but acceptance depends on the cost effectiveness.

Faulty Item vs. Change of Mind

A "Faulty Item" and a "Change of Mind" claim are considered two separate concerns that are not dealt with under the same claim - this is to avoid potential sabotage in order to receive full refunds after a change of mind has occurred.

Please note: Our policy is to issue Replacements for faulty goods. Refunds may be requested but shall be treated as a "Change of mind".

As such a Change of Mind request is subject to the terms outlined above.