Replacement & Refund Policy
The Relaxed Dog exists to enrich the lives of dogs and their guardians.
We ensure that we only sell top-quality products sourced from reputable suppliers and manufacturers.
This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from The Relaxed Dog is found to be defective, or it does not meet your needs, we will happily replace the product, or offer you a refund.
This 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 very important to us.
Your rights under Australian Consumer law
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 for 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.
Where a failure does not amount to a major failure, The Relaxed Dog is entitled to choose between providing you with a repair, replacement or another suitable remedy.
Any cost incurred by you in returning the product will be borne by you.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.
Change of mind
If you change your mind about a product you have purchased from us, you can return that product to us within 30 days of purchase and we will happily refund the original purchase price of that product provided the product is
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Unopened, ie still in the original packaging
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Not damaged, ie still in a resaleable condition.
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Have the original receipts
Please note that we will not refund any delivery charges for a change of mind.
Goods damaged in transit
If you bought the product online, and the product is defective or damaged in transit, return the product within 30 days and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you.
Faulty or defective products
If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you,) return it to us within 30 days of purchase and we will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product.If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any).
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.
As part of any assessment, we look at the following:
(1) If there is a minor fault:
Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. The Relaxed Dog can instead decide to replace the product or refund the purchase price.
(2) If there is a major fault:
If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, or repair.
(3) If the product has been damaged through abnormal use:
Unfortunately, we cannot offer any refunds or exchanges.
How do I return a product?
There are two ways you can return a product:
(1) Contact The Relaxed Dog’s friendly team to see if we can arrange a suitable location to exchange/return items.
(2) Please email us at info@therelaxeddog.com with your details.
If you require further assistance please contact us by phone on 0435 203 995
Any cost incurred by you in returning the product to The Relaxed Dog will be borne by you (unless stated differently above).
How long does a refund take?
Please allow 7 days after we receive your returned goods for our team to process your refund.
