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
Change of mind/ordered the wrong item:
- Email us at contact@truecharlie.com.au
- Post the item back to us at:
32 Eskdale Dr, Croydon Hills, 3136.
- As long as the item is still new, unused and in the original packaging, we can arrange an exchange or refund
* the cost of shipping the item back to us is covered by yourself for change of mind/wrong item orders. We will cover the shipping to send the alternate item back out to you though :)
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.
Refunds will not be available in any other circumstances. 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.
Returning items within the first 90 Business Days
If we receive the returned item, or written notice from you that you will be returning the item, within the first 90 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not the Proprietor is at fault and:
- (Proprietor at fault) if we consider that the Proprietor is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or
- (Proprietor not at fault) if we consider that the Proprietor is not at fault, then:
- if the item has been returned in its original condition, we will provide a full replacement of the returned item (or a credit at our discretion); or
- if the item has been returned broken, damaged, tarnished or worn, we will not provide any replacement or credit.
Returning items after the first 90 Business Days
If we do not receive the returned item, or written notice from you that you will be returning the item, within the first 90 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item if considered appropriate by us) to ascertain whether or not the Proprietor is at fault and:
- (Proprietor at fault) if we consider that the Proprietor is at fault, we will provide a full replacement of the returned item (or a credit at our discretion); or
- (Proprietor not at fault) if we consider that the Proprietor is not at fault, then no replacement or credit will be provided. The Proprietor may, however, choose to provide a replacement or credit in some cases at its discretion.
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
In all cases, 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.