At The Relaxing Pet, we are committed to ensuring your satisfaction and complying fully with the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. If there is a problem with your item that can be remedied and is not a major failure

Under the Australian Consumer Law, if we supply an item that does not comply with the statutory guarantees and your item has a problem that CAN be remedied and is NOT a major failure, you may ask us to remedy the failure.

We might remedy the failure either by replacing the item with an item of an identical type, or by providing a refund.

In those circumstances, if we do not remedy the failure within a reasonable time, you may take your own steps to remedy the problem and take action to recover from us your reasonable costs. Or you may tell us that you reject the goods and give us your reasons for doing so.

2. If there is a problem with our goods that cannot be remedied or is a major failure

If your item has a major failure, under the Australian Consumer Law you have the right to choose between a refund or replacement.  A major failure with goods is when:

(a) A reasonable consumer would not have bought the goods if they had known about the problem.  With some items, a reasonable consumer would expect that the item might require some adjustment or minor repair after initial use. For example, a reasonable consumer would not buy a washing machine if they knew the motor was going to burn out after three months.  However, a reasonable consumer might buy a campervan that requires some adjustment or minor repair after some initial time on the road.

(b) The item is significantly different from the description, sample or demonstration model shown you.  For example, where a consumer orders a red bicycle from a catalogue, but the bicycle delivered is green.

(c) The goods are substantially unfit for their normal purpose and cannot easily be made fit, within a reasonable time.  For example, where a ski jacket is not waterproof because it is made from the wrong material.

(d) The goods are substantially unfit for a purpose that you told us about and cannot easily be made fit within a reasonable time.  For example, where a car is not powerful enough to tow the consumer’s boat because its engine is too small—despite the consumer telling the supplier they needed the car to tow a boat.

(e) The goods are unsafe.  For example, where an electric blanket has faulty wiring.

These are some examples of problems that might arise with our products, but which would be unlikely to be major failure:

(a) A button, clip, or zipper that is loose or misaligned but can be repaired.

(b) Small stitching issue or loose thread on clothing or a bag.

(c) A part is missing but can be sent to the customer (e.g., missing strap, screw, USB cable).

(d) A cosmetic mark, light scratch, or dent that doesn’t affect performance.

(e) Packaging arrived damaged but the product inside is fine.

(f) A product needs troubleshooting to work properly (for example, incorrect setup).

(g) Incorrect size sent but the right size is available and can be exchanged.

(h) Slight colour variation from photos, within normal product range.

(i) A home device that needs calibration (for example, massage gun pressure, foam pillow needing fluff time).

Even if a problem with your item is not a major failure, we might decide to give you a refund rather than provide a repair or replacement, depending on the circumstances.

3. Rejecting an item

As explained above, you may reject an item if it has a major failure, or if it does not have a major failure but we have not remedied the failure within a reasonable time of your request for remedy. 

In those circumstances, if you wish to reject the item, you must let us know by the time you could reasonably have become aware of the fact that the item does not comply with the statutory guarantees, or after you are aware we have not remedied the problem within a reasonable time. Otherwise, we do not have to accept your rejection of the item.

We will allow a minimum period of 30 days for you to reject the item, even if a reasonable time for you to reject the item would be shorter, but that does not limit your rights under the Australian Consumer Law.

Also, we do not have to accept your rejection of the item if it was delivered but you have lost, destroyed or disposed of it, or it was damaged after delivery.

4. Change of mind

We do not offer refunds for change of mind (for example, if you change your mind about size or appearance of the item).  In those circumstances, where there is no breach of the statutory guarantees, we might offer an exchange or store credit if the item is returned unused, in original packaging, and in resalable condition.  This policy does not affect your rights under the Australian Consumer Law.

5. What to do if you wish to return, repair or replace your item

If your item is not of acceptable quality, fit for a purpose you have told us about, or not as described, and you wish to return it, or have it repaired or replaced, please contact us at therelaxingpets@gmail.com. In some cases, we might ask for further information about your request (such as photos or videos) to assist us in assessing the issue.

We cover return shipping costs for items that are not of acceptable quality, not fit for purpose, or misdescribed.

If we accept a change-of-mind return, we might also provide free return shipping in some circumstances.

When returning your item, please use the prepaid return label we provide to ensure proper tracking and processing.

6. Lost, stolen, or undelivered orders

If your order is undelivered, we will provide a refund or replacement.  If your order is delivered but lost or stolen, please contact us immediately and in some circumstances we might offer a refund or replacement, at our discretion.

Under the Australian Consumer Law, you are not entitled to compensation for reasonably foreseeable loss or damage due to a failure to comply with a statutory guarantee if the failure occurred only because of a cause independent of human control that occurred after the goods left our control.

7. Contact us

For any questions or to initiate a return, email therelaxingpets@gmail.com.  Our team will respond within 48 hours.

This policy is designed to comply with your rights under the Australian Consumer Law and ensure a fair and transparent shopping experience.