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Effective Date: 26 Jan 2025
Comfy Pets, a division of Canberra Commerce Group Pty Ltd, is committed to providing a positive and transparent shopping experience for all our customers. In alignment with the Australian Consumer Law (ACL), we strive to ensure that our customers receive high-quality products and services. This Return and Refund Policy outlines the terms under which you may return purchased items and request a refund, as well as the procedures for returns resulting from a change of mind or due to faulty products. Our policy reflects our dedication to consumer rights and our commitment to fair business practices as required under Australian law.
1. Returns Due to Change of Mind
In accordance with the ACL, Comfy Pets offers returns for change of mind under specific conditions, though it is important to note that the ACL does not mandate a right to return simply because of a change of mind. However, as a courtesy to our customers, we permit returns within 30 days of purchase, provided the item is unused, in its original, undamaged packaging, and accompanied by the original receipt as proof of purchase.
Once the item is returned to us, it will be thoroughly examined to ensure that it meets the eligibility criteria. If the item is confirmed to be unused and in its original condition, we will process a full refund in accordance with our policy. It is important to note that once the returned item is received, it will not be returned to the customer. Refunds will be issued via the original method of payment. To initiate a return due to a change of mind and request a refund, please contact us directly with your order number and relevant details.
It is important to note that, under the ACL, certain items, including perishable goods and products that have been opened or used, may not be eligible for return unless the item is faulty or not as described. We advise customers to carefully review their purchase before completing the transaction.
2. Returns Due to Faulty Products
Under the Australian Consumer Law, customers are entitled to a remedy, including a refund, replacement, or repair, if the product purchased is faulty. A product is considered faulty under the ACL if it is defective, not of acceptable quality, unfit for its intended purpose, or if it does not match the description provided by Comfy Pets at the time of sale. In such cases, customers are entitled to a full refund, provided that the product is returned with proof of purchase within a reasonable time frame.
To initiate a return for a faulty product, the customer must contact us directly, providing details of the fault and proof of purchase. Once the item is returned, we will examine it to determine whether the fault is covered by the ACL. If the product is deemed faulty, a full refund will be processed. Please note that, as with returns for change of mind, the faulty product will not be returned to the customer once it has been received. Refunds will be processed to the original method of payment. If a faulty product has been purchased in error or through an incorrect method, we will take all reasonable steps to remedy the situation in a manner consistent with the customer’s statutory rights under the ACL.
In some cases, if the item is deemed to be only slightly faulty (for example, with a minor defect that does not significantly affect its use), Comfy Pets may offer to repair or replace the product instead of issuing a full refund. However, if the fault is significant and cannot be reasonably repaired, a full refund will be processed in compliance with ACL guarantees.
3. Processing Refunds
Refunds for both change of mind and faulty product returns will be processed in accordance with the method of payment originally used. Once a returned product has been received and thoroughly inspected, refunds will generally be processed within 7 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider or financial institution.
It is important to note that in the case of a change of mind return, the customer is responsible for any return shipping costs, unless the return is due to a fault or misrepresentation of the product by Comfy Pets. If a product is deemed faulty, return shipping costs will be borne by Comfy Pets in compliance with the ACL, which requires that consumers are not disadvantaged when receiving a faulty product.
4. Legal Framework and Consumer Rights
This Return and Refund Policy is designed to ensure full compliance with the Australian Consumer Law, which provides robust protections for consumers in relation to goods and services purchased in Australia. Under the ACL, consumers are entitled to a remedy in the event of faulty products or services, including the right to a full refund, replacement, or repair, depending on the circumstances. If an item is faulty, or if it does not match the description provided, customers are not limited by a “change of mind” policy and are instead entitled to a remedy under the statutory guarantees afforded by the ACL.
As part of your consumer rights, you may also be entitled to claim compensation for any loss or damage caused by faulty goods, if the fault was not immediately apparent at the time of purchase. Comfy Pets ensures that all remedies provided are in accordance with the ACL and that all complaints are handled fairly and efficiently.
5. Contacting Us for Returns and Refunds
If you wish to initiate a return or request a refund for any eligible product, or if you have any questions about the process, we encourage you to contact us directly. Our customer service team is available to assist with returns and refunds, as well as to provide further clarification on your consumer rights under the Australian Consumer Law. You can contact us via online messages.
We are committed to ensuring that your shopping experience with Comfy Pets meets your expectations, and we will make every reasonable effort to resolve any concerns in accordance with Australian law.
