You have the right to ask for a repair, replacement or refund under the Australian Consumer Law consumer guarantees.

No pet treat is 100% risk free.

While incidence with our pet treats is extremely, extremely rare, we do not claim our treats are 100% risk-free. We recommend monitoring your dog when eating our dog treats and understand their eating habits and choosing treats accordingly. You agree when purchasing our treats that you do so understanding this minimal risk of feeding them to your dog and do not hold Nutty Dog & Co responsible or accountable for your decision to feed your pet these treats.

Shipping

We ship using a number of couriers on your behalf. Shipping times are not guaranteed but typical and we cannot return and refund orders at our cost if they do not meet your shipping expectations. Couriers need a reasonable amount of time to investigate and correct any issues which you agree to. If an order is confirmed as lost in transit where the courier is at fault we will replace at no cost. We will not be responsible for lost orders when no signature was requested and delivery has been confirmed and proven.

Our Additional refund, replacement, credit and return policy

In addition to your general rights we further guarantee the quality of our products as per the best before date on the product when kept sealed and out of direct sunlight with an average temperature below 25C – such as your kitchen cupboard for example.

You must notify us within 25 days of Shipment date if you have not received your order. After this time we do not guarantee we will be able to trace your order. Refunding or re-sending your order after this time will be at our discretion and will generally depend on the outcome of the couriers investigation and if we can make a successful claim.

You must notify us within 7 days of receiving your order if you believe there is an issue with your order such as a missing or incorrect item.

In the extremely unusual situation that we have made a mistake with your order or there is a quality issue with a product we will fully refund, credit or replace the item(s) at our cost, including all shipping costs*

For refunds or replacements you must provide proof of any issues such as pictures and have the item(s) available for us to have returned at our discretion. If you cannot provide proof of an issue or destroy/throw them away so that we cannot have proof of the issue, or be able to have the item(s) returned at our cost for inspection then no refund or replacement can occur.

Please note many of our products are hard and pointed such as bone and perforations in bags may occur. This will not affect the life of the product and you accept perforations may occur. Refunds are not given for perforations in bags.

For International orders we only refund or credit the original cost of the item(s) including the original shipping cost pro rata for the item(s). We will not reship.

Changed your mind?
Within 7 days of receiving your order, if you change your mind on any product, then we also allow returns for a full refund or credit as long as the item is returned to us unopened, unused and as new for resale. You are responsible for all shipping costs in returning the item to us and any reshipping of any replacements. Please contact us within 7 days of receiving your order and return the product(s) within 30 days of purchase date.

Returns

For returns under our guarantee or due to a mistake on our part, at our cost it will either need to be returned to an Australia Post outlet.

If you have any further questions please email us at bar@nutty.dog

Refund times

All refund and credits will be completed within 7 days after agreement of the amount and us receiving the returned product. It might take a few days longer to receive your refund depending on how you paid (ie credit cards can take 3-7 days to process refunds). When applicable, replacements will be shipped within 5 working days of receiving the item(s) to replace.

Errors

Nutty Dog & Co reserve the right to provide you with a full refund or credit for your order in the case of a genuine error caused by any of our IT systems and website, or by our team members or 3rd parties.