RETURNS AND WARRANTY POLICY
IMPORTANT: READ BEFORE PURCHASE
By purchasing, you accept these terms in full. These terms complement our main Terms & Conditions.
1. VOLUNTARY RETURNS (“COLD FEET”)
1.1 New, Unopened Items (30-day period)
Requirements:
– Original packaging unopened
– All seals intact
– Complete documentation
– Proof of purchase
Conditions:
– Customer pays return shipping
– Must obtain return authorization
– Store credit or refund at our discretion
Exclusions:
– Special orders
– Software products
– Customized items
– Sale items
– Items marked non-returnable
1.2 Opened Items
Requirements:
– Perfect resalable condition
– All original packaging/accessories
– No signs of use
Conditions:
– 20% restocking fee (non-negotiable)
– Customer pays return shipping
– Store credit only
– Subject to inspection
Exclusions:
– Items showing any use
– Incomplete packages
– Damaged packaging
2. AUSTRALIAN CONSUMER LAW (ACL)
2.1 Your Rights
ACL guarantees apply for:
– Major failures
– Goods not fit for purpose
– Goods not matching description
– Manufacturing defects
2.2 Our Response
For major issues:
– Repair, replace, or refund at your choice
For minor issues:
– We choose repair method
– Reasonable timeframe applies
– Alternative solution if repair fails
3. USED GOODS
3.1 90-Day Limited Warranty
Covers:
– Manufacturing defects only
– Original purchaser only
– Domestic use only
Excludes:
– Normal wear
– Cosmetic issues
– User damage
– Environmental damage
4. WARRANTY AND DAMAGE CLAIMS
4.1 Transit Damage Claims
Requirements:
– Inspect package before signing
– Report within 48 hours of delivery
– Provide clear photos of:
* External packaging damage
* Internal packaging condition
* Product damage
– Retain all packaging materials
– Document any courier interactions
Process:
1. Email immediate notification
2. Wait for our instructions
3. Do not return without authorization
4. May require courier inspection
4.2 Warranty Claims (Non-Transit)
Requirements:
– Detailed fault description
– When fault first noticed
– Photos/videos of issue
– Proof of purchase
– Original packaging if possible
Process:
1. Submit claim form
2. Await technical assessment
3. Follow provided instructions
4. Package properly for return
4.3 Shipping Responsibilities
Transit Damage:
– We cover return shipping if reported within 48 hours
– Customer pays if reported late
– Insurance claim may be required
Warranty Claims:
– Customer pays initial shipping
– We pay return shipping if warranty confirmed
– Customer pays if no fault found
4.4 Assessment Timeframes
– Transit damage: 3-5 business days
– Warranty claims: Up to 14 business days
– Complex issues may require manufacturer input
– International claims may take longer
5. EXCLUSIONS AND LIMITATIONS
5.1 No Returns Accepted:
– Misused products (our determination)
– Modified items
– Damaged goods
– Software products
– Items marked clearance or final sale
5.2 Warranty Void If:
– Unauthorized repairs
– Serial numbers altered
– Safety instructions ignored
– Environmental damage
– Commercial use
6. RETURN PROCESS
6.1 Required Steps:
1. Contact us within timeframe
2. Provide required information
3. Await authorization
4. Follow shipping instructions
5. Track shipment
6.2 Documentation Required:
– Original receipt
– Return authorization number
– Fault description
– Photos if applicable
7. ADDITIONAL TERMS
7.1 Our Rights:
– Inspect all returns
– Reject unauthorized returns
– Modify these terms
– Final decision on condition
7.2 Your Responsibilities:
– Proper packaging
– Insurance if valued >$100
– Tracking number retention
– Following all instructions
– Meeting expected time periods
Contact: sales@astrodog.com.au
Updated: 10/2/25
Note: These terms may change without notice. Current version always applies.