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Refund policy

✨ Lifetime Warranty & Returns Policy

Made to Last—Guaranteed for Life

At True Charlie Co., we design our products to go the distance—no matter how adventurous your furry mate may be. That’s why every item is backed by our lifetime warranty.

If your product breaks or is damaged due to a manufacturing fault—at any time—we’ll replace it free of charge. We even cover the return postage.

🧾 Legal Jargon (Still Important Stuff)

True Charlie Co. (ABN 52 659 183 329) ("we", "us" or the "Proprietor") is committed to providing high-quality products and customer satisfaction. This policy outlines how we handle returns and replacements. It is subject to our Website Terms of Use.

Our products 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 goods repaired or replaced if they fail to meet acceptable quality and the failure doesn’t amount to a major failure.

A major failure may include:

  • A problem that would have stopped someone from buying the product had they known about it;

  • A significant difference from the description or sample;

  • A product that is substantially unfit for its purpose and cannot easily be fixed in a reasonable time;

  • A product that is unsafe.

These statutory rights exist in addition to our lifetime warranty.

🔄 Lifetime Warranty Coverage

What’s Covered

We cover all manufacturing defects in materials or workmanship for the life of the product.

What’s Not Covered

Our warranty does not cover:

  • Chewing or misuse

  • Accidental damage (e.g., run over, cut, or burned)

  • Loss or theft

If you're unsure whether your issue is covered, just get in touch—we're here to help.

How to Claim

  1. Reach out with your order number and a short description of the issue.

  2. We’ll send you:

    • A prepaid return shipping label, and

    • A free replacement (or a credit if the item is no longer available).

🚚 Returns & Refunds

Changed Your Mind?

We understand that sometimes you change your mind—and that’s okay!

  • If you contact us before your order is processed, we’ll issue a full refund.

  • If your order has already been shipped, you may still return it, provided:

    • The item is unused and in original condition and packaging.

    • You notify us within 30 days of receiving it.

    • You cover the return postage.

Once we receive and inspect the returned item, we’ll process a refund for the product amount (excluding shipping).

Shipping Costs

  • Lifetime warranty claims: We cover return shipping.

  • Change-of-mind returns: You cover return postage.

📅 Business Days

“Business Day” refers to a weekday (excluding public holidays) when banks in Melbourne, Victoria are open.