Returns and Refunds

Return Policy

Astro Dog wants you to be delighted with our products!  We don’t just give you the protections you are afforded to under law (SSR protections) – we do more.  Everything bought in “Astro’s Shop” comes with our 30 day “Cold Feet” Return Policy.

See below.

1.1  Astro’s 30 day “Cold Feet” Return Policy.  If you 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, as long as it is still in perfect resalable condition, you can send it back anyway.  In this case, we’ll just deduct a 15% restocking fee (our competitors charge 20%) to give a discount to the next customer, who will buy it as a used / discount item.  We promise we won’t take a cent, and we’ll absorb the original cost of sending the item to you.  Isn’t that nice?

1.2  You are of course, also covered by the standard SSR Protection (standard statutory rights (SSR) during your 14 days, and after.  Under our SSR 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 SSR Protection also 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

In all cases, you can’t be careless with the things we provide or be unreasonable in your demands of us.  We do make a judgement on whether an item has been poorly treated.  In all cases when you want to return goods, regardless of whether under SSR 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.  Sounds fair?

3.0 Warranty

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 there’s a problem (e.g, it’s damaged, faulty or incomplete at the time of the goods arrival, you need to let us know within 2 days of getting of receiving the goods.  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.  We share the misfortune if this happens – You pay freight back to us, we pay back to you after we have repaired/replaced it if that’s what needs to be done).  If a good is deemed as being broken due to misuse or irresponsibility (this could be deemed so by us or the manufacturer), you’ll need to pay freight back as well and we won’t fix it, as it’s not our fault.

4.0 “Buy Back” Store Credit Option

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.  Easy!

5.0 How to return an item

It’s really easy.  Email us, and we will send you a link to a return form.  You must specify if you want to return it under the cold feet policy, or the SSR return policy.  When submitted, we will process it and it will issue you an applicable RA number and return address in Brisbane.

Happy Shopping and Clear Skies!  20/4/2019