Astro Dog wants you to be delighted with our products! We don’t just give you the protections you are afforded to under law (ACL protections) – we do more. Everything bought in “Astro’s Shop” comes with our 30 day “Cold Feet” Return Policy.
1.1 Astro’s 30 day “Cold Feet” Return Policy. If you purchased a new item and have changed your mind for any reason (“Cold Feet”), or the product arrives and your not as excited as the day you bought it, you may return it within 30 days of arrival for a full refund or store credit – no questions asked. Products need to be unopened in perfect resalable condition and you look after freight back to us. If you want to return something under our “Cold Feet” Return policy, but you’ve opened it and used it (e.g. “Didn’t give me the view I expected, “Didn’t need it after all”), as long as it is still in perfect resalable condition, you can send it back anyway. In this case, we’ll just deduct a 20% restocking fee and issue you a refund. Products that are special order (that we ordered in just for you) are excluded from this policy.
1.2 You are of course, also covered by the standard ACL Protection (Australian Consumer Law (ACL) during your 14 days, and after. Under our ACL returns, you can get a refund from us if it doesn’t match the description, doesn’t do what we explicitly told you it would do, doesn’t do what you asked of us which we said it would or it’s faulty. While there’s no refund or replacement for changes of mind like with the Cold Feet Policy, of course you can choose a refund or exchange if an item has a major problem. If the problem is not major, we will repair or replace the item within a reasonable time. If we can’t do that, you can choose a refund or replacement. If we can’t establish the cause of a fault we need to send it to the manufacturer. This will be done quickly – within 3 days of us getting it, but it may take time for the manufacturer to get back to us. Please keep your proof of purchase – e.g. your receipt to help us process things quickly for you.
1.3 Used Goods – Our ACL Protection applies to used goods, however additionally, we both take into account the item’s age, price and condition at the time of sale. Depending on price or age, it may not be reasonable to expect it to last as long, or perform to the same standard as a new item. We still however give you a 90 day fault warranty period for peace of mind. This means, if your item arrives, or becomes faulty within 90 days of your purchase, you may contact us for refund, exchange or repair. Please note that this 90 day warranty only covers faults with an item, and does not cover refunds for change of mind like the Cold Feet return policy. Due to the nature of second-hand goods and the fact that each item has its own unique history, certain items may be exempt from the usual 90 day warranty. The listing will specify if an item is exempt from the usual 90 day warranty and what warranty period, if any, covers the items. Please note that some items may be sold ‘as is’ or ‘parts only’. This means, they are not covered by any warranty by Astro Dog for faults that are specified in the item’s listing at the time of sale.
2.0 Exceptions to Returns
We may refuse to provide a repair, replacement or refund for a product or service purchased by you if you misused the said product in a way which caused the problem, knew or were made aware of the problem(s) with the product or service before you purchased it, asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, were unclear about what you wanted, or other reasons that apply under the Australian Consumer Law.
We make the judgement on whether an item has been poorly treated. Items damaged in transit are subject to our shipping terms and are exempt from regular returns. In all cases when you want to return goods, regardless of whether under ACL or Cold Feet you need to have taken reasonable care of the goods, have used them the way they are supposed to be used and be able to prove that you bought the goods from Astro Dog.
All new products except used products (which come with warranty explained in 1.3) are covered by manufacturers warranty as published by the manufacturer at the time of ordering. Warranty period is normally 1 year statutory and doesn’t extend to second owners etc… A warranty claim only applies to manufacture defects, defective parts or system failure within normal use. It doesn’t cover irresponsibly using the goods, water damage, dropping it, etc… We decide if that’s happened. A copy of the original receipt/proof of purchase which lets us identify the sale must be presented for warranties. Servicing and repairs may be done by Astro Dog or the wholesaler / manufacturer.
If the product you bought is not working, faulty or incomplete at the time of the goods arrival, and it’s not a postal damage issue, you need to let us know as soon as possible. So open them right away and check them out, keep the boxes for a while too as you will need to pack it and send it back to us. You’ll need to pay freight for back to us (check with us before posting back – we may opt to organize a return label at a discount!), but we’ll pay for postage back to you after we have repaired/replaced it if that’s what needs to be done). In the case of a manufacturer fault, we may be able to reimburse you for the approved freight method back, so keep your postage receipt. If a good is deemed as “no fault found”, or is broken due to misuse or irresponsibility (this could be deemed so by us or the manufacturer), we can’t reimburse you for the postage back to us and you’ll need to pay the return freight to you.
4.0 “Buy Back” Store Credit Option
Did you buy a product valued at over $150? If so, we offer a “Buy Back” Store Credit Option for you with 12 months of purchase. You can offer to sell back to us a used, non-faulty product you have bought from us and get 50% back towards your next purchase. If we accept your offer, we’ll collect it for free, and you will get a store credit coupon valid for the next six months. Enjoy!
5.0 How to return an item
It’s really easy. Email us, and specify what you want to return, and if you want to return it under the cold feet policy, or the ACL return policy. When submitted, we will process it and it will issue you an applicable RA number and return address. You are responsible for the postage back to us and must take reasonable due care in packing the item well so as to prevent damage.
6.0 Cancellation and Change of Mind
We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.
Happy Shopping and Clear Skies! 11/1/2022