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Return & Refund Policy

At Merry Tails Pawtisserie, your satisfaction and the happiness of your furry friend are our top priorities. We stand by the quality of our handmade treats and enrichment bowls. This policy outlines our approach to returns and refunds, in compliance with the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law (ACL)

  • 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 replaced or refunded if the goods fail to be of acceptable quality and the failure does not amount to a major failure.  

  • Our goods come with guarantees that cannot be excluded under the ACL. This means:

    • Acceptable Quality: Products must be safe, durable, and free from defects.  

    • Fit for Purpose: Products must be suitable for the purpose they were advertised for.  

    • Match Description: Products must match any description or sample provided.  

  • Please note that these consumer guarantees apply regardless of any separate "change of mind" policy.

2. Faulty, Damaged, or Incorrect Items

  • We take great care in preparing and packaging your order.

  • However, if you receive an item that is faulty, damaged during transit, or incorrect, please contact us immediately so we can rectify the issue.

  • Notification Period: You must notify us within 48 hours of delivery if your order arrives damaged or if there is an issue with the product.  

  • Proof Required: To help us assess the issue, please include your name, order number, and clear photos of the damaged or faulty goods when you contact us at info@merrytails.com.au.  

  • Remedies: Given the nature of our products (dog treats and enrichment bowls), if an item is deemed faulty, damaged, or incorrect, we will offer a replacement or a full refund for the affected item(s). Repairs are not applicable for these products.

  • Return Shipping for Faulty Items: If a return is required for a faulty or damaged item, we will cover the cost of return shipping.

3. Processing Refunds

  • 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 approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

4. Non-Delivery

  • If you have not received your order within the estimated delivery timeframe, please first check your tracking number provided in your shipping confirmation email.

  • If the tracking information is unclear or indicates a significant delay, please contact us at info@merrytails.com.au with your name and order number, and we will investigate the matter with the shipping carrier.

5. Contact Us

  • If you have any questions about our Returns & Refunds Policy, please do not hesitate to contact us at info@merrytails.com.au.