Returning a product if you change your mind
If you change your mind about a purchase or make an incorrect choice, we will provide you with a store credit within 14 days of delivery for unopened products. This credit does not include delivery costs.
Return Authorisation Number – A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds. Where our Customer Service has provisionally determined that a product is defective, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to Pets Big Day Out within 30 calendar days from the date of the RA.
Where possible, all Products should be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product and in original condition. If the accessories are not included, only a partial refund will be applied.
Organising the Return of Products
Products must be returned whenever we agree to provide you with a refund or replace the product. Where you received a defective product by Australia Post eParcel, Customer Service will email you a PDF voucher containing an RA which you must affix to the product. Pets Big Day Out will pay for returned items automatically if you notify us of your claim within 30 days of delivery. You must then take the product to any Australia Post Office for return. Where you have received a defective product by our courier service, we will make arrangements with our courier service for collection of the product, and will notify you when they will collect the product from you. Pickup times are between 9am and 5pm, Monday to Friday. Customer Service will email you a PDF voucher containing an RA which you must affix to the product.
When a Replacement Product is arranged
A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned Product.
The delivery time for the replacement product will be the same as stated for the original product.
Consumer Guarantees apply to all replacement products.
Some Products – Manufacturer Warranty
Some Products sold through Pets Big Day Out are serviced and supported by the manufacturer or supplier. Pets Big Day Out recognises that customers purchasing some products, such as electronics and computers, require a high level of support therefore we would ask you to contact the manufacturer or supplier for trouble-shooting assistance. If the manufacturer or supplier is unable to assist, and the product is covered by a consumer guarantee, Pets Big Day Out will provide a suitable remedy.
Products with User-Generated Data Capabilities – Repairs
The repair process of your goods may result in the loss of some or all user-generated data. Please ensure that you have made a copy of any data saved on your goods prior to submitting it for repair. Goods returned for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Computer Hardware – Exclusions and Limitations
To the extent permitted by law, Pets Big Day Out is not liable for any damage to or loss of any programs, data, or other information stored on any media contained within electronic or computing Products. Recovery and re-installation of system and application software and user data are the responsibility of the consumer are not covered by the Pets Big Day Out warranty on Electrical, petrol operated & Motorised Product (see Additional Pets Big Day Out Warranties above). In relation to any computing media Product, or any computing hardware Product or computing part contained within a Product, to the extent permitted by law, Pets Big Day Out is not liable for direct, special, incidental or consequential damages resulting from any breach of warranty or condition, or any other basis of liability, including but not limited to lost profits, downtime, goodwill, damage to or replacement of equipment and property, any costs of recovering, reprogramming, or reproducing any program or data stored in or used with Pets Big Day Out Products supplied to you, and any failure to maintain the confidentiality of data stored on the Product. Pets Big Day Out specifically does not represent that it will be able to repair any Product or replace a Product without risk to or loss of programs or data. Where a computing Product needs to be returned to Pets Big Day Out for replacement, repair or inspection, to the extent permitted by law Pets Big Day Out is not liable for the loss or confidentiality of any data you may leave on the computing Product.