Refund policy

Refund policy:

We have a 14-day return policy, which means you have 14 days after receiving your item to contact us & request a return or exchange.

To be eligible for a return, your item must be in the same condition that you received it: for treats - with the same amount of treats it came with, and in its original packaging for all products. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at wagngotreats@yahoo.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please remember to carefully select treats and products which you know your dog will love and if trying out a new treato, try out our smaller packs first!

You can always contact us about any concerns or questions at wagngotreats@yahoo.com

Accepted for refunds & exchanges:

• Defects with treat products such as having mould, being past expiry date (extremely rare, however possible due to being fully natural and preservative free treatos as well as being food!)
• If we have sent you the wrong product, please contact us straight away!

If you have changed your mind or your dog didn't love their treatos:

• You may be eligible for an exchange of your product 
• Treats must be unused, unopened & in the exact same condition that you received them if there has been a change of mind in order to be refunded (photos must be taken prior to sending back to us)
• Within 14 days of delivery you must have contacted us for a refund, after this time period, you will become ineligible

Exceptions / non-returnable items:

• We unfortunately cannot offer a refund for any treat products which were purchased during a clearance sale
• We also do not offer refunds or exchanges if products do not look exactly as they did in product photos or if the product is different to customer expectations (all our treats are natural and therefore have variability from batch to batch)
• Due to strict health policies and safety regulations, we cannot accept a refund for treats which have been opened or used in any way. They also must be in their original packaging

After being accepted for a refund:

• You must have contacted us with photos of the treats and asked for a refund, then pending approval, you may be accepted for a refund or exchange depending on individual circumstances
  
• Re-dispatch shipping costs are payable by the customer and we will let you know where to send and how to complete the return
• We will contact you with further details or you can contact us and we will happily answer any queries or concerns
• Please remember it can take some time for your bank or credit card company to process and post the refund too

Your Australian Consumer Law Rights:

• Wag N' Go Treats come with the guarantee of your rights under the Australian Consumer Law
• You are entitled to a replacement or refund of a product if our goods have failed to be of acceptable and safe quality
• You are entitled to a replacement or refund of a product if their has been a major problem or failure with its quality
• A major problem could be that a treat you have received is unsafe, very different from the description or sample, has one serious problem or several smaller problems or cannot be used for its normal purpose (ACCC, 2022)