Returns

Returns, Refunds and Exchanges Policy

PLEASE NOTE – Prior to any credits, exchanges or refunds may be given you must first speak with a member of the Best Mates Australia Crew and you will be issued with a ‘ticket number’ pertaining to your return. This ticket number allows any member of our pawesome crew to easily track what stage your credit, return or exchange is up to. The ticket number will also provide you with all necessary return details such as address, courier and other essential details we need in order to try to make it as seamless as possible for you. If you send back any items without the correct process we will not be able to refund you.

At Best Mates Australia our aim is to always try to give you the very best experience so that you can spend the more time with your Best Mate. However, sometimes unfortunately things do go a little awry. If something isn’t right then please contact us as soon as you receive your order to discuss the situation and together we will work out how best to remedy the situation.

 

Refunds and Returns

Generally speaking we are able to refund or exchange goods if they arrive back to us within 14 days of purchase in the following condition:

  • Are in new, unopened condition with all seals and labels intact and unscratched
  • ‘As new’ re-saleable condition
  • Are NOT food items or consumable products e.g. dog food, horse supplements
  • Are NOT items which have required refrigeration or required to be kept below a certain temperature e.g. some nutraceuticals require storage below 25°C etc
  • Special orders: If you have placed a ‘special order’ for a specific product we don’t usually stock and we have ordered it in especially for you then we please ask that you make your selection carefully as ‘special orders’ are non-refundable. We most certainly aim to please, however, as all small businesses we’re sure you appreciate we will go out of our way to source obscure products for you however please ask that you do the right thing in return.  

We aim to please and therefore in most cases you may certainly return any unopened merchandise once you have spoken with a member of our team and raised a ‘ticket number’ so we can track your item. Please note: we ask that you use our courier for return or goods. All of these details will be outlined when you speak to a member of our team and further details will be emailed to you. Return of goods are at your expense. Unfortunately, due to the way in which couriers work, through bulk pick-up and delivery, freight costs to return items will be more expensive, however, we are able to deduct this from your refund if you would prefer. We are only able to offer a refund once the following steps have taken place:

  • Contact Best Mates Australia customer service and ‘raise a ticket’ regarding a refund, return or exchange – or possibly chat to us and we may be able to solve your problem without any of the above
  • Follow steps as outlined in your ‘ticket number’ regarding how to repackage your item to ensure no damage is done to the item whilst in transit
  • We will arrange a pick-up with our courier
  • Receive the goods via our courier within 14 days of purchase at Best Mates Australia
  • Best Mates Australia team member inspects goods and or/said fault  
  • Assuming all of the above is complete and correct then a refund will be granted less freight charges

If you choose to use any other means to return the goods and they are damaged or lost in any way in-transit Best Mates Australia is unable to accept liability for these losses and will unfortunately be unable to accept the return.

Exchanges Regarding Product Defect

Best Mates Australia provides 3 months defect warranty on all products sold, unless stated otherwise (excluding food and consumables). This warranty is valid assuming that the product has been used within the manufacturers guidelines. If you find that the product that you have purchased is defective in some manner we would suggest that generally the quickest remedy is to contact the company directly as they handle these situations regularly. However, if the manufacturer is unable to assist you then please don’t hesitate to contact Best Mates Australia and we will endeavor to get you a pawesome result.

Order Cancellations

In order to cancel an order please telephone 0438 642 605 as soon as possible. If you are cancelling via email then you must permit 48hours (excluding non-working days e.g. weekends and public holidays) in order for the email to be processed and cancelled. Because we endeavor to have your order to you as soon as possible, it may well be the case that the order has already been processed (within 48hours for email or before telephone contact). If you still wish to re-call the order this is possible however the delivery and return courier charges cannot be refunded.

  

Further Information


Freight Errors

If we have made an error with freight, please contact us and we will arrange for the problem to be resolved. However, freight costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised.

Returned Items

Returned items which arrive damaged will not be accepted. Any inadequately packaged returned goods done so not using our courier will incur a $25.00 re-packaging fee prior to them being returned to you.

No Cash On Delivery Returns

Under no circumstance do we accept the return of goods C.O.D. Goods returned to us in this manner simply won’t be accepted.

Freight Charges: For Returns

All goods returned to us will be at the customers expense regardless of the fault or reason for their return. The only exception offered is where we have sent the customer an incorrect item. In these rare circumstance we can offer a credit or refund to cover the costs associated with having to return the item(s). This credit/refund will not exceed our standard freight fee for the item(s) needing to be returned and can only be paid once the item(s) has been received by our crew. Any additional packaging costs etc will not be covered by Best Mates Australia.

Items Sent From Best Mates Australia

If a fault has been found in the product returned by you as the customer, we will gladly return or replace the product if it is within our warranty terms at no return freight cost to you.

I Need To Return An Item: What Do I Return?

Please return everything to do with that item you bought including;

  • A copy of your original invoice
  • The product itself
  • All manuals and accessories
  • All boxes, packaging and any promotional material the product came with

It is essential we have everything returned in order to have the best chance with the manufacturer of achieving the outcome you desire. If there is anything you are unsure about then please just give us a call.

Can My Faulty Item Be Refunded After Being Returned?

Under most circumstances it’s up to the manufacturer as to whether they repair or replace the item(s) if it is deemed faulty. At Best Mates Australia we certainly aim to please but quite often these decisions are taken out of our hands as we are not the manufacturers of the products unfortunately. However, we will do our best to advocate for you if and where appropriate.

How Long Will My Return Take?

As soon as you contact our pawesome team at Best Mates Australia we will ‘raise a ticket’ for your return. This will then send you a courtesy email acknowledging we have received your claim and that a member of our crew will be in contact with you shortly.

Depending on the complexity of the issue, the manufacturer really dictates the length of time it takes to resolve a return due to fault of product, however, our aim is to resolve these issues as efficiently as possible for you and your best mate. We aim is to keep you up to date throughout the process and we also encourage you to do so also if there are any queries that you have then please don’t hesitate to contact us.

Warranty Returns Outside Of Best Mates Australia Warranty

Best Mates Australia provides a standard 3 month warranty on most products (excluding consumable products). There are manufacturers which provide further warranty on their products often up to 12 months. If you wish to claim on your extended manufacturer warranty we suggest that you contact the manufacturer directly. If you have any problems then please don’t hesitate to contact us.