Scoobies main aim is for you to be completely satisfied with every item that you purchase from our on line shop. 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).
All returns must:
Have proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement
All refunds will be processed using your original method of payment as seen on your receipt (if the item if faulty).
All refunds must be returned to the centre within 30 days
When to return an item
You are entitled to a refund, replacement or credit from Scoobies 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)
- Is not delivered in a reasonable time frame
- If the item gets damaged in transit if being delivered
If the product is defective or damaged in transit, return the product within 30 days and we will refund your original delivery charge or cover the costs of delivering any replacement product to you.
We will not however refund delivery charges if the item is returned simply because it is unwanted, the wrong size or your dog does not like the item.
Scoobies will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:
- Be returned within 28 days of purchase (at your cost)
- Be in a re-saleable original condition so we can resell it
- The item has NOT been personalised e.g. the pets name has been put on the product
The unwanted product must be returned to us either via post or in person at the centre. You will receive a credit for the value of ‘change of mind’ item that you can re-use at the centre or on the on line shop. You will not receive a full refund.
How to return an on line purchase
The return address is Scooby Dooz, 47 Winbourne Road, Brookvale, Sydney, NSW, 2100
A copy of your purchase needs to be included with the item. Please keep the original copy for your records.
If you would like to post the item back to our centre, please contact us via email to firstname.lastname@example.org.
In the email please provide us with the following information:
- Your name, address and contact number
- If you wish to receive an exchange or full refund (if the item is faulty)
- Return address for the new item to be posted to
- Description of the item and the reason why it’s being return.
- Proof of purchase – via a receipt
Who pays for the return purchase?
Scoobies will cover any delivery costs for the return of a product if it falls under the ‘when to return an item’ section above, under the Australian Consumer Law as long as you use our chosen shipping method that will be stated to you via the return email you will receive informing us you are returning the item. Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.
For any ‘change of mind' returns, it is your responsibility to cover all delivery charges incurred.
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 centre. Scoobies 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 centre.