Retail Refund Policy
RETURNS
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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused (including free from dog hair and dirt) and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as treats or food cannot be returned. We also do not accept products that are chewed or worn.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Online courses
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* items with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after deliveryRefunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at jasmine@westsidepaws.com.au
Sale Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at jasmine@westsidepaws.com.au and send your item to: 13 Butler Road, Altona North, Vic 3025, Australia.
Returns shipping cost
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Black Dog Guarantee
Black Dog will replace or repair a Black Dog product, if any of the workmanship, or components fail within the first 6 months of normal use.
Black Dog guarantees their products against breakage. This means they will replace/repair a product if any of the components break as a result of normal use (the use to which the product was intended when designed) and they will repair/replace the product if the workmanship fails as a result of normal use (the use to which the product was intended when designed).
But...
It does not guarantee that your dog won’t chew your Black Dog product.
Dogs chew, chewing is normal – just watch how they demolish a bone. Chewing of equipment is a training issue, it is the responsibility of the dog’s owner and not something Black Dog has any control over.
Keep your equipment in a safe place, where dogs can’t use it as a play thing and it will give you years of effective service.
A Note on the Webbing:
Black Dog webbing is really strong, but if it were to break under extreme forces, the individual threads stretch, which causes heat in the threads and the broken ends will feel slightly hard and stiff. If the webbing has been cut or chewed, the webbing ends feel soft and fluffy. Some people see a cut in the webbing and may assume that it has "broken" or frayed. If you have a breakage, check the thread ends at the break - if they are soft and fluffy, then it has been chewed or cut.
Black Dog buckles are made of a very strong plastic compound and have been tested for breaking strength, but they don't stand up a chewing dog. On many buckles that are returned there is evidence of chewing, like little pin marks made by dog teeth. If you experience a breakage on a buckle, check it for teeth marks - these are a good indication that your dog has probably been mouthing or chewing on it.
It can be repaired ...
We are in the business because we have dogs and we understand that dogs love to chew things. Black Dog will gladly repair your lead or harness if it can be repaired.
Check with Black Dog Wear about the possibility of repair.