RETURNS & REFUNDS
Healthy Dog Treats is all about making your dog healthier and happier – which in turn should bring their owner (you), joy.
We have spent much time in creating a range as broad as possible to suit every dog’s nutritional, entertainment and growth needs. Hence the reason why you will find the most researched and widest range of nutrition and dog treat trend articles in Australia.
However we realise that OUR dog treats are 100% natural animal products (the vast majority) which means there is a large variance even in the one product range, depending on the specific breed selected, the season, the drying process etc. IF we find major long term changes to product look, we change our images as soon as practical.
However occasionally dog treats fail to please the dog or their owner so subject to the conditions below, if any product you purchase from us and it is found to be defective, Healthy Dog treats 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.
TREATS ‘RETURNS’ and REFUNDS
As we mostly sell healthy dog treats, this policy focuses on treats. We believe in providing the fairest policy available and that means to current and future customers. That is why if you have purchased a treat that you have changed your mind about or your dog 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 many dog treat eating videos on the home page of our site, or contact us for advice. We also ask that you consider buying the smallest sample size versions of the product until you are sure that your dog will enjoy the treat. 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 dog 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.
Due to the, natural, often organic and completely nutritious value of our healthy dog treats, it is possible that spoilage of the treats can occur. The 100% range does not have preservatives because they typically don’t need them to last up to a year under ‘pantry’ conditions (cool, dark and airtight containers).
But even with preservatives, products can spoil, because they are FOOD. If you think that the treat may not be edible, please contact us within 30 days of you receiving the treat so we can discuss the details of the issue. Noting that many treats can have a whitening or colour shift of the product dues to the particular drying process used by the manufacturer.
We like to trust our customers, so unlike many companies we will not put you to the effort of returning your dog treat and giving you thousands of restrictive rules. We would like to discuss the treat you believe is 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:
- refunding the original purchase price of that product
- sending a replacement of the same product or products up to the same value OR
- 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 company 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 dogs and owner’s happy.
YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
Our Healthy Dog Treats 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.