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Returns Policy

Returns in dog-talk:

"Woof, slobber"

Returns in human-speak:

Faulty item:

  • Email us at contact@truecharlie.com.au to notify of the fault (ideally with photos please!)
  • We send a replacement or refund to you
  • Lifetime Warranty against faults!

Change of mind/ordered the wrong item:

If you change your mind or ordered the wrong item, email us at contact@truecharlie.com.au within 125 days of receiving your order.

As long as the item is unused, in original condition, and in its original packaging, you're eligible for a refund or exchange.

Return postage is at your cost, but we’ll cover the shipping for sending the alternate item back to you.

Our lifetime guarantee still applies to product faults and quality issues—any time, any reason. Just reach out and we’ll make it right.

    Returns in legal-language:

    True Charlie Co. (ABN 54 852 203 903) ("we", "us" or the "Proprietor") prides itself on providing products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. Returns remain subject to our Website Terms of Use (https://www.truecharlie.com.au/pages/terms-and-conditions). If you would like more information, please don't hesitate to contact us.

    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 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.

    • A product or good has a major failure when:
      • it has a problem that would have stopped someone from buying it if they’d known about it;
      • it is significantly different from the sample or description;
      • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
      • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
      • it is unsafe.

    Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

    Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.

    Refunds

    If you have placed an order with us and wish to retract your order for any reason – even if you simply change your mind – we will provide you with a full refund, provided that we receive notice of the cancellation of your order before we have begun processing your order. If we have already started processing your order, then we are unable to provide any refund.

    If you are not satisfied with any item that you receive from us, you may be entitled to return that item to us in accordance with the below.

    Returns

    Replacement or credit as remedy

    If you are not satisfied with any item that you receive from us, please let us know as soon as possible as we may be able to replace the item for you. In some circumstances, we may provide a credit instead of replacement at our discretion.

    What you must return to us

    To receive a replacement or credit, you must first return the item to us along with its original packaging.

    Returns & Replacements for Faulty Products – For Life

    We stand by the quality of our gear, and if something’s not right, we’ll make it right.

    If your item is faulty or doesn’t hold up as it should, you’re covered for life. Just get in touch and let us know what’s going on. Once we’ve assessed the issue (which might include taking a look at the item), we’ll do one of the following:

    • If the fault is on us: We’ll replace the item or offer a credit—your choice.

    • If it’s not a fault (e.g., wear and tear or accidental damage):

      • If the item’s still in its original condition, we’ll usually offer a replacement or store credit.

      • If the item’s clearly been worn out or damaged through regular use, we may not be able to replace it—but we’ll always consider your request.

    No time limits. No fuss.
    Whether it’s day one or day one thousand, we want you to feel confident in the gear you use every day.

    Business Days

    In this returns policy, "Business Day" means a day (other than a Saturday, Sunday or public holiday) when banks in Melbourne, Victoria are open for business.

    Shipping costs

    For change of mind, you must pay the costs involved in shipping the returned product back to the Proprietor. If we consider that the Proprietor is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that the Proprietor is at fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us.