Refund/Exchange Policy
Please read this entire policy before deciding to purchase with us.
Once placed, orders cannot be cancelled.
REFUNDS:
Harbour City Dog Gear (HCDG) does not offer refunds for change of mind and/or incorrect size/style/colour choice. See exchange info further below.
SALE ITEMS:
Unless otherwise stated on an item listing page, products that are on sale are not eligible for return or exchange for change of mind or incorrect size/style/colour choice. Requests for return or exchange for sale items under this policy for reasons of change of mind or incorrect choice will be denied.
This does not affect your statutory rights under Australian Consumer Law. (Also see below under "Faulty Items".)
FAULTY ITEMS:
You are entitled to a repair, replacement or refund if you receive an item that is faulty, not as described or not fit for its intended purpose, as per Australian Consumer Law.
- Please email us at hello@harbourcitydoggear.com.au to make a claim within 10 days of receiving your order and state the fault/issue with as much detail as possible, including photos/video;
- If your claim is approved, we will repair/replace the product or refund the purchase price, as soon as possible or within a reasonable time;
- You may be required to return the item to HCDG for inspection. HCDG will reimburse postage paid by the customer to return the product if the claim is ultimately approved.
If a fault arises outside 10 days from receipt of order, please contact us via email or web contact form so we can find a solution for you.
SENDING ERROR:
If we have sent you the wrong item in error, please contact us so we can send you the right item. You may be asked to provide a photo of the incorrect item so we can verify our mistake.
We will naturally cover postage to send the correct item to you, and we will include a pre-paid satchel for you to send the incorrect item back to us so you are not out of pocket.
EXCHANGES:
If you purchase a full-priced item and it does not fit/suit your dog and you would like to exchange it for a different size/colour or a different item/s altogether, we will happily issue you with store credit in the form of a Gift Card:
- Items for exchange must be received by HCDG within 30 days of purchase (for in-studio purchases) or within 30 days of order fulfilment (for online purchases - the date you receive shipping notification).
This is a strict condition and any items that are received for exchange after 30 days will not be accepted and will only be returned to you after payment has been made for additional postage;
- Any items for exchange must be in 'as new' condition: not marked, soiled or damaged; not worn other than to test for fit; not washed; complete with original tags/packaging attached and undamaged if possible, please. Please remove any pet hair that may have been left on a harness/pullover during a test fit – if there is a large amount of pet hair left on the item, a cleaning fee may be deducted from your Gift Card amount. Please avoid fitting/testing a harness/pullover in areas where people smoke;
- If you are posting back your item for exchange, please contact us for the return address;
- The cost to return the item/s to HCDG is the responsibility of the customer. If posting please send your parcel with tracking, and signature on delivery if possible – HCDG does not take responsibility for your parcels if delayed or lost in transit;
- Once your item is received it will be assessed, and if approved for an exchange under this policy a store credit will be issued;
- Items may be exchanged in person at our Lilyfield Studio. The process to approve your exchange and issue a Gift Card can take a little extra time so please allow for this if you wish to exchange your item and then purchase in-store in the same visit;
- Treats and food are not eligible for exchange.
CONDITIONS THAT APPLY TO ALL EXCHANGES/RETURNS:
- Exchanges for items purchased/fulfilled past 30 days will not be accepted;
- Please provide your name and order number with your exchange request;
- If exchanging at the Lilyfield Studio in person, please bring your proof of purchase and/or ID;
- Normal wear and tear is not covered under our policies;
- Treats and food are not eligible for return/exchange;
- Gift Cards are not eligible for return/exchange;
- Postage costs will not be refunded/credited, except as specifically mentioned above. Harbour City Dog Gear does not offer free postage for returns/exchanges;
- HCDG is not liable if an item being sent to us for any reason is lost or damaged by postal service/courier. For your protection we recommend that you return the goods using a registered + tracked service with signature on delivery;
- ‘As new’ condition means: not marked, soiled or damaged in any way (including from chewing); not worn other than to test for fit; not washed; original tags/packaging attached and undamaged; all pet hair removed. A return/exchange will not be approved if an item is not in ‘as new’ condition;
- To determine suitability of a harness you are welcome to do a light 2-minute test walk using the harness, whilst keeping in mind all our policy conditions;
- To ensure that a harness is not chewed or damaged, your dog should never be left unsupervised with it or whilst wearing it. Many dogs love to chew and their teeth and jaws are designed to rip meat and grind bones, so they can destroy harnesses/leads etc in no time so ... please, never leave your dog unattended, even for the shortest period, whilst wearing the harness or with the harness within reach of your dog. Dogs should always be supervised by a responsible adult when walking, eating treats or playing with toys. Exchanges/replacements will not be approved for any items that have been chewed or damaged by your pet;
- Some harness/lead colours may be limited edition, or at any given time items may be out of stock. HCDG is not able to reserve items;
- Bundles/packs/sets are not eligible for exchange or return, except under Australian Consumer Law (see top of page). An individual item from a bundle or set cannot be exchanged;
- Treats, supplements and food item sales are final and are not eligible for exchange or return (except under Australian Consumer Law; see top of page). If your dog does not like a treat/supplement please ask us for ideas on how to introduce a new food to your pet and/or please consider giving the remaining product to family/friend or a rescue group;
- If any policy conditions are not met, your exchange may be denied and you will be liable for postage costs to return an item to you if you would like it back;
- Gift Cards are valid for 3 years and can be used in-store or online;
- If you are unsure of anything in our policies, please email us at hello@harbourcitydoggear so we can assist you;
- To mitigate additional postage costs for multiple exchanges, we encourage you to visit the studio to try on harnesses, or book a Zoom Fitting so we can chat to you about your requirements and 'see' your dog's size and shape, and check where you have taken measurements, so we can suggest a harness that has the best chance of fitting your dog.
This policy does not affect your statutory rights under Australian Consumer Law.
HCDG offers fitting advice either via Zoom or in person and also has sizing information on our web site. Please take advantage of these to reduce the possibility of purchasing an ill-fitting or inappropriately-sized harness. We are happy to receive email enquiries about sizing but if possible it's better to book a private fitting or Zoom session, or visit our Fitting Studio in Sydney, so you can find the best harness for your dog. If you do ask for fitting advice via email, we ask that you please refer to fitting guides and size charts before you do so, as well as our blog articles on how to measure your dog and how to choose the right harness. If you do email us for sizing help, please include your dog's name, breed/s, age, m/f, and girth, neck and prosternum to girth measurements in your message.
Please note that HCDG does not provide a warranty or guarantee for our fitting advice.
This Policy is subject to change without notice.