Refund policy

Returns, Refunds and Consumer Guarantees Policy

We want you to shop at Edison's Fur Friends with confidence.

Change of mind

Because our products are edible pet treats, we can only accept change-of-mind returns for items that are unopened, sealed, in their original packaging, and in saleable condition. To be eligible, you must contact us within 14 days of delivery and provide proof of purchase. Opened, used, damaged, tampered with, or expired items are not eligible for a change-of-mind return. This change-of-mind policy is offered in addition to your rights under Australian Consumer Law. 

We do not offer direct exchanges for change-of-mind purchases. If your change-of-mind return is approved, we will issue a store credit for the purchase price of the returned item or items, excluding the original shipping charge. Return postage for change-of-mind returns is the customer’s responsibility. For your protection, we recommend using a tracked postage method, as returned parcels remain your responsibility until they are received by us. 

To start a change-of-mind return, please email edisonsfurfriends@gmail.com with your order number and proof of purchase. We will provide the return instructions. Once the returned item or items are received, they will be inspected and, if approved, we aim to process the store credit within 5 business days.

Faulty, damaged, unsafe or incorrect items

If your order arrives faulty, damaged, unsafe, incorrect, or not as described, please contact us at edisonsfurfriends@gmail.com as soon as possible with your order number, a description of the issue, and photos where available. We may assess the item before providing a remedy. If the product has a major problem, you are entitled to choose a refund or replacement. If the issue does not amount to a major failure, we will provide an appropriate remedy within a reasonable time in line with Australian Consumer Law. You may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the problem. 

If we confirm that the returned product does have a problem, we will reimburse any reasonable return postage costs you have already paid. Please keep your postage receipt. If, after assessment, the returned item does not have a problem covered by law or this policy, we may decline the return. 

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under that law. If there is a major failure, you are entitled to a refund or replacement and may also be entitled to compensation for other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the issue remedied within a reasonable time.