Returns & Refunds Policy (Alpha K9 Gear)

Overview

We want you to love your Alpha K9 Gear order. If something isn’t right, we’ll help.

This policy explains what happens if:

·         You change your mind / don’t like the item

·         Your item is faulty, damaged in transit, incorrect, or not as described

Return window

·         Returns must be requested within 7 days of delivery.

Condition of returns

To be eligible for a return (change-of-mind or exchange), items must be:

·         Unused and in original condition

·         In original packaging

·         Free from dirt, hair, odours, marks, or signs of wear

If an item is returned in a used or unsellable condition, we may not be able to approve the return.

Change of mind (don’t like it / ordered the wrong thing)

If you’ve changed your mind, you can return eligible items within 7 days of delivery for:

·         Store credit (no expiry), or

·         An exchange (subject to stock availability)

Please note:

·         Return shipping is paid by the customer for change-of-mind returns.

·         Original shipping charges (if any) are not refundable.

Faulty, damaged, incorrect, or not as described (our mistake)

If your item arrives faulty, damaged, incorrect, or not as described, we will:

·         Offer a replacement or a refund, and

·         Cover return shipping (or provide a return label / instructions)

Please contact us as soon as possible within 7 days of delivery so we can sort it quickly.

Treats & consumables

For hygiene and safety reasons:

·         Treats and consumable items are not eligible for change-of-mind returns.

However, if a treat/consumable item is faulty or you received the wrong product, please contact us and we’ll make it right.

How to request a return (step-by-step)

1.      Email us at info@alphak9gear.com.au within 7 days of delivery.

2.      Include the required information (see below).

3.      We’ll reply with:

o   Return approval (or next steps), and

o   Return instructions (and a label if it’s our mistake)

4.      Pack the item securely in its original packaging.

5.      Send the return using the instructions provided.

6.      Once received, we’ll inspect the item and finalise your outcome (store credit, exchange, or refund).

What to include in your return request

To speed things up, please include:

·         Order number

·         Full name used on the order

·         The item(s) you want to return

·         Reason for return (change of mind / exchange / faulty / incorrect item)

·         If faulty or damaged: clear photos of the issue and the packaging (if relevant)

·         Your preferred outcome:

o   Store credit (no expiry)

o   Exchange (include the size/colour you want)

o   Refund (faulty/incorrect/not as described only)

Processing timeframes

·         We aim to respond to return requests within 1–2 business days.

·         After your return is delivered back to us, please allow 3–5 business days for inspection and processing.

·         Refunds (where applicable) are processed back to the original payment method. Banks/payment providers can take additional time to clear funds.

·         Store credit will be issued once the return is approved and processed.

Exchanges

·         Exchanges are subject to stock availability.

·         If the requested exchange item is unavailable, we’ll offer store credit (no expiry).

Important notes

·         We recommend using a tracked shipping service for change-of-mind returns, as we can’t be responsible for parcels lost in transit.

·         This policy is in addition to your rights under the Australian Consumer Law.

Contact

For return requests or questions

Alpha K9 Gear
info@alphak9gear.com.au
151 Terrigal Drive, Terrigal, NSW 2260, Australia
0435240156
ABN: 67 482 104 140