30-Day Return Policy

We understand that there are times when you want to return a purchase and we want to make the returns process as easy and pain-free as possible.

Timeframe

You may initiate a return within 30 days of delivery. We will base this on available postal tracking information.

Eligible Items

Interactive Toys & Snuffle Mats: Items must be unused and unwashed with original tags and packaging.

Consumable Items: Items like citronella bottles, dog treats, dog shampoo and similar are considered consumables and cannot be returned. When returning a citronella dog training collar that included a refill bottle with the purchase, the refill bottle cannot be returned and the cost will be deducted from the refund amount.

Dog Training Aids: Dog training collars and bark deterrents can be returned as long as they are in re-sellable condition. See Condition section below.  

Final Sale/Bundles: Items significantly marked down as final sale or included in sale bundles cannot be returned unless faulty. This condition will be clearly stated in the product description of the relevant ad.

Condition

All eligible returns must be in original condition meaning there are no visible scratches, belt left uncut and in their original packaging, and include all accessories, tags and product manual. For dog training collars and bark deterrents, it is the buyer's responsibility to ensure the product remains in as new, re-sellable condition while trying the suitability of the item as a training device for your dog.       

Proof of Purchase

Ensure you include your order number or other proof of purchase such as order receipt when requesting for a return.

Non-Refundable Amount

The original postage cost incurred in sending the item to you is non-refundable unless item arrives faulty or the wrong item. This cost will be deducted from the refund amount.

Restocking Fee

This fee covers any cost associated to putting the returned product back on our shelves, such as replacing missing accessories or replacing damaged packaging if applicable. Please ensure the item is protected in transit back to us similar to how we protected it for transit to you.    

RETURN PROCESS

1. Requesting a Return: To initiate a return, please email us at contact@barkdoctor.com.au or send us a chat message with your order number and reason for return.
2. Return Approval: Once your return request is approved, you will receive instructions on how to return your item. Please be patient with us as we get information about your experience with the product to inform our own quality control and in case troubleshooting tips can help.
3. Shipping: Customers are responsible for return shipping costs unless the item was received damaged or incorrect.
4. Packing: Please pack the item securely to prevent damage during transit. 
5. Damaged or Lost Returns: We cannot refund any return items getting lost or damaged in transit back to us. We recommend purchasing insurance to cover these situations.     

12-Month Product Warranty

Eligible Items

Our dog training and bark deterrents are covered for manufacturing defects within 12 months from date of purchase. All other products are excluded from this 12 month warranty cover unless stated in the product listing.

Contact Us

Customers must contact us via email at contact@barkdoctor.com.au to initiate a warranty claim. Please include the following in your email:

• Copy of original receipt or proof of purchase
• Photos and video clearly showing the issue you are having with the device. In instances where the customer cannot provide photos or videos, the item must be returned to us for inspection.
  
• Please include a detailed explanation of the issues you are experiencing with the device to expedite the warranty claim process.

Return of Item

If your claim is approved, we will send you instructions to return the item. Customers are responsible for return shipping costs. 

Processing Time

You can expect acknowledgement of your claim within 48 hours of contacting us. Once we receive the defective product and verify the warranty claim, please allow up to 14 days to review the product and communicate the outcome to the customer provided all required information is submitted.

Exclusions

This warranty does not cover:

• Products purchased from retailers other than Bark Doctor
• Products that have been modified or altered in any way
• Damages arising from failure to follow care instructions provided.
• Accidental damage or loss 
• Products with missing parts that are important to its protection such as charging covers and face plates.

Outcome of Warranty Claim

If the item is deemed defective within 12 months after purchase, Bark Doctor will provide in order of priority:

1. Replacement of the same item purchased in brand new condition.
2. If a replacement of the purchased item cannot be supplied, store credits will be issued towards the purchase of an equivalent product in the store, and
3. A refund of the original transaction amount minus original postage costs if no acceptable equivalent can be supplied.
4. The replacement item will still fall under the original 12 month warranty window; it does not give you another 12 month warranty.
5. Cost of posting the replacement to you is covered by Bark Doctor.