Returning a Product

We want you to be completely satisfied with every item that you purchase from Bagstobones.com. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).

When to return a product?

You are entitled to a refund, replacement or credit from Bags to Bones when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:

• Is faulty or of unacceptable quality

• Does not match the description or sample

• Is unfit for the intended purpose (i.e. does not do what it is meant to do)

• And proof or purchase must be provided (proof of purchase details are outlined above)

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer (e.g. the palatability guarantee on super premium foods).

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, or online purchase transaction history.

How do I return a product purchased online?

Items purchased from our online store can be returned via post to our Online Warehouse.

If you would like to post the item back to our Online Warehouse, please contact our Bags to Bones Online customer service team to assist with organising the best method of shipping for your return or exchange, on Woof@Bagstobones.com.

Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item).

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. Bags to Bones cannot be responsible for any items damaged or lost during return transit.

How long will my refund take?

Please allow 7 business days for the return to be processed after your item arrives at our Online Warehouse.