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Terms and Conditions
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 incidents with our pet treats are extremely rare, we do not claim our treats are 100% risk-free. Our bone products are not cooked and have not calcified like a cooked bone has, however just like a raw bone they may still present a small potential choking hazard just like food can to humans. We would stress that incidence are extremely rare and we would not continue to sell a particular treat if it was causing repeat issues. 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 Aussies Gourmet Treats responsible or accountable for your decision to feed your pet these treats.
Main things to consider:
Bone: Our bone products are dehydrated and not cooked which means they have not calcified like a cooked bone. The calcification makes the bone very hard and brittle which can break into nuggets which can cause blockages. Dehydrated bones tend to crunch up into pieces which might be sharp but in the vast majority the dogs deal this this just fine and its what makes them a great dental aid. Very rarely a bone might be consumed to large and be a choking hazard or cause digestive issues.
Hard Treats: Some treats can be quite hard and should not present any issues for healthy teeth. However, if your dog has weakened teeth, cavities or existing hairline fractures etc, chewing hard treats might aggravate an issue or make it worse, often bringing an existing issue to your attention for the first time. A hairline fracture not yet noticed could cause a chip or a larger fracture for example.
Digestion: Some dogs may struggle to digest certain treats or be slower to digest treats that others. Often today’s commercial diets can be high in carbohydrates and non meat proteins which decrease the acidity of their stomachs and slow digestion. If a dog is struggling to digest a treat, it might bring it back up. Often they will then eat it again! Sometimes it might continue through the digestive tract not fully digested as it was unable to break it down fast enough, causing blockages and issues going to the toilet. Most often this passes. In these cases we recommend reducing the size of the portions given to your dog so they have less to digest at one time and maybe introduce more meat based proteins to their diet.
Some dogs might struggle more with certain proteins – for example some dogs can get the runs with Kangaroo which may be a little rich or certain offal based treats, or certain treats such as ones which are higher fat. Each dog is different and they may be triggered on a treat they have eaten many times.
Keeping portions smaller is highly recommended to reduce digestive issues, especially if their main food is a commercial kibble diet where most often the proteins are low quality and much less digestible compared to high quality animal proteins used in our treats, which have a much higher and faster absorption rate. this is because its a real unprocessed food compared to a highly processed by product used as a cheap way to get protein numbers up in feeds, compared to expensive animal source proteins – take Corn Gluten Meal – (which they are trying to rename to Corn Protien Meal as Corn Gluten is a registered pesticide and they don’t want the link to be so obvious). Hence dogs can be fed low bio available proteins in 90% of their diet and then given a real animal based protein which their stomachs are not used to.
All of the above things are rare when you consider we sell millions of serves of treats every year, but can and occasionally do happen,, and digestive issues are the most common of the rare feedback we get.
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.
Returns, refunds, exchanges and credit policy
In addition to your general rights we further guarantee the quality of our products for 12 months from purchase date when kept sealed and out of direct sunlight with an average temperature below 30C – such as your kitchen cupboard for example. All of our products have a 12 month ‘Best Before’ after the purchase date. Transferring product to other containers voids warranty as often while declared airtight its not always the case. small bugs and humidity can get in to lids needed to be clicked shut in some cases and its impossible for us to support all the different storage conditions treats might be kept in once received.
You must notify us within 21 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. Often couriers have limitations on following issue sup and claims, such as an order scanned as delivered a month ago and just followed up as not received.
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 have destroyed/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.
Bugs
Ants love our natural products and while we guarantee they are shipped ant-free, ants can get in when left on a doorstep or at your home. We do not accept returns and refunds due to ants unless it 100% happened in transit. This will require it to be reported immediately after receiving and it was signed for. We cannot support refunds for ants when the package was left at your premises which is when ants generally get in and is beyond our control. Ants are not poisonous and generally they run off once disturbed. You can also snap freeze the bag and then shake them to the bottom and remove. We recommend using an ant spray where you keep your dog treats and also where the postman might leave the treats such as your front door step.
Changed your mind?
within 14 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. Sometimes we may be able to use a cheaper return service on your behalf which we can offset on any credit. Please contact us within 14 days of receiving your order and return the product(s) to the address below within 30 days of purchase date.
Returns
Our warehouse address is in Tasmania, this will be supplied upon request if you need to return an item. If you have changed your mind, you will need to return to this address. 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 or we will arrange a time with you for a courier to collect it from you, whichever we decide as it will depend on your location and the method used to ship the original order to you.
If you have any further questions please email us at customerservice@aussiesgourmettreats.com
Refund times
All refunds, credits and exchanges will be completed within 10 working days after agreement of the amount and us receiving the returned product where applicable. 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).
Errors:
Aussies Gourmet Treats 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.