Refund policy

RETURNS AND EXCHANGES

This document sets out the Returns and Refunds Policy of Rawbone Pet Foods Pty. Ltd. doing business as Bowlsome Dog Food ('company', 'we', 'us', or 'our') a company registered in Australia at 10 Strzelecki Avenue, Sunshine West, Victoria, 3020. 

We do not offer change of mind returns.

We will provide a full refund of the price paid for a Product if we determine that:

  • a Product you have ordered was not received by you solely due to failure by us;

  • a Product provided to you was not substantially the same as the Product you ordered as displayed on our Website (subject to reasonable variation as a result of screen display, colour and brightness, and image quality); or

  • a Product is faulty.

Faulty products The following process applies to any Product you believe to be faulty.

  • If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images).

  • If we determine that your Product may be faulty, we may request that you send the Product back to us at your cost for further inspection, including any accessories, manuals, documentation or registration shipped with the Product. We reserve the right to further inspection before deeming a Product faulty.

  • If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer’s instructions, or failure to take reasonable care, we will refuse your return.

  • If we determine that the Product is faulty, we will issue you with a store credit, replacement or refund (including shipping costs) depending on the nature of the fault. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.

  • If you fail to comply with the provisions of this Faulty products clause in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the faulty Product.

  • Nothing in this Faulty product clause is intended to limit or otherwise affect the operation of any manufacturers’ warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.

MONEY BACK GUARANTEE ('EMPTY BOWL GUARANTEE')/ LIMITED WARRANTY AGAINST DEFECTS POLICY

This document sets the money back guarantee/limited warranty against for certain products manufactured by RAWBONE PET FOODS PTY. LTD. TRADING AS BOWLSOME PET FOOD ABN 43  005 521 264 (referred to in these terms and conditions as ‘the Company’, ‘we’, ‘us’, or ‘our’). A person who has purchased a Bowlsome Pet Food product will be referred to in this document as ‘you’ or ‘your’


1. AUSTRALIAN CONSUMER LAW DISCLAIMER

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and

  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

This warranty is in addition to your rights under the Australian Consumer Law.

2. PRODUCTS COVERED BY THIS MONEY BACK GUARANTEE

This money back guarantee applies to all Products we sell.

3. WHAT THE MONEY BACK GUARANTEE COVERS

This money back guarantee applies to any Products that:

  • you are not satisfied with (acting reasonably); and

  • have been delivered to you no longer than 30 days from the time you make a claim under this policy; and

  • you have not purchased in the past.


4. HOW TO MAKE A CLAIM UNDER THIS MONEY BACK GUARANTEE

4.1 MAKING A CLAIM
If, within thirty (30) days of the delivery date, you are not satisfied with a Product, please contact us by using the email address provided in the header of this money back guarantee document providing reasons as to why you are not satisfied with the Product or any of our related services, so we can improve our offering to other customers.

If we determine, in our absolute discretion:

  • that the relevant Product is covered by this money back guarantee, we will provide you with a full refund of the fees paid for the Product; or

  • that the relevant Product is not covered by this money back guarantee, in which case we will refuse your money back guarantee claim.

4.2 EXPENSES RELATED TO MONEY BACK GUARANTEE
We do not require return of a Product under this money back guarantee. In the event any expenses are incurred relating to the money back guarantee, such expenses will be borne by us.

5. NO OTHER WARRANTIES
To the maximum extent permitted by applicable law, all express or implied representations and warranties not expressly stated in this warranty document, or in written terms and conditions issued by us, are excluded.

6. LIABILITY
To the maximum extent permitted by law, we exclude any liability that may arise as a result of you pursuing a warranty claim in accordance with this warranty document.

7. JURISDICTION
This warranty document is governed by the laws of Victoria, Australia.