Refund policy

This Refund and Returns Policy (“Policy”) sets out the rights and obligations of customers (“you”, “your”) and Furlio Pty Ltd (“we”, “us”, “our”) in relation to refunds, returns, replacements, and remedies for Goods purchased through our onlineonly retail platform, www.furlio.com.au (“Site”, “Website”).

 

1. Purpose and Scope

This Policy applies to all purchases made through our Website. It outlines the circumstances under which refunds, replacements, repairs, or store credits may be provided, and the procedures for lodging and resolving claims.

Nothing in this Policy excludes, restricts, or modifies any rights or remedies available to you under the Australian Consumer Law (“ACL”). Where there is any inconsistency between this Policy and the ACL, the ACL prevails.

 

2. Definitions

For the purposes of this Policy:

· “Goods” means all pet products, accessories, toys, consumables, grooming tools, supplements, and other items offered for sale on the Website.

· “Major Failure” has the meaning given under the ACL and includes situations where Goods are unsafe, substantially unfit for purpose, or significantly different from their description.

· “Minor Failure” means a failure that does not constitute a Major Failure.

· “ChangeofMind Return” means a return requested for reasons other than a failure under the ACL.

 

3. Consumer Guarantees Under Australian Law

Under the ACL, you are entitled to Consumer Guarantees that Goods supplied by us will be:

· of acceptable quality;

· fit for any disclosed purpose;

· safe and free from defects;

· as described and match any sample or demonstration model.

If Goods fail to meet a Consumer Guarantee:

· Major Failure: you may choose a refund or replacement.

· Minor Failure: we may choose to repair, replace, or refund.

These rights exist independently of any manufacturer’s warranty.

 

4. Faulty, Unsafe, or Misdescribed Goods

If you believe Goods are faulty, unsafe, or not as described, you must notify us as soon as practicable. We may request reasonable evidence, including photographs, videos, or written descriptions, to assess the claim.

Where Goods are deemed faulty or unsafe, we will provide a remedy in accordance with the ACL. Remedies may include repair, replacement, or refund depending on the nature of the failure.

 

5. Product Safety and Risk Disclosures

Pet products may pose risks if used incorrectly or without supervision. Damage caused by misuse, neglect, or failure to supervise pets or children does not constitute a failure under the ACL.

Examples of misuse include:

· allowing pets to use damaged or worn toys;

· leaving pets unsupervised with rope toys, squeaker toys, or small components;

· permitting children to handle pet toys not designed for human use;

· failing to follow usage instructions or warnings.

Goods damaged due to misuse are not eligible for refunds or replacements.

 

6. ChangeofMind Returns – let me know if you have any specific policies

We may, at our discretion, accept ChangeofMind Returns. Conditions may include:

· Goods must be unused, unopened, and in original packaging;

· Goods must be returned within a specified timeframe;

· proof of purchase must be provided.

We reserve the right to decline ChangeofMind Returns for hygienesensitive items, including:

· pet bedding;

· grooming tools;

· chews and treats;

· supplements;

· opened toys or accessories.

ChangeofMind Returns may be refunded as store credit or original payment method, at our discretion.

If we accept your Change-of-Mind Return, you shall be responsible for the return shipping costs.  We recommend using a trackable shipping method to ensure your return reaches us safely.

 

7. Exclusions for Hygiene and Safety Reasons

For hygiene, safety, and contaminationcontrol reasons, certain Goods cannot be returned unless they fail to meet a Consumer Guarantee. These include, but are not limited to:

· grooming tools and brushes;

· bedding, blankets, and soft furnishings;

· chews, treats, and food items;

· supplements and ingestible products;

· opened or used toys.

These exclusions are necessary to protect animal health and comply with safety standards.

 

8. Assessment of Returns and Remedies

We may require you to provide reasonable evidence of the issue, including photographs, videos, or written descriptions. In some cases, Goods may need to be returned for inspection.

If Goods are required to be returned:

· you are responsible for packaging Goods securely;

· we may provide a prepaid return label where required under the ACL;

· risk in the Goods remains with you until received by us.

Once assessed, we will notify you of the outcome and applicable remedy.

 

9. Refunds

Refunds will be processed using the original payment method unless otherwise agreed. Refund processing times may vary depending on your financial institution.

We are not responsible for delays caused by thirdparty payment processors.

 

10. Replacements and Repairs

Where a Minor Failure occurs, we may choose to repair or replace the Goods. Replacement Goods will be of the same type or equivalent value.

If repair is not feasible within a reasonable time, we will offer a replacement or refund.

 

11. Incorrect or Damaged Deliveries

If Goods arrive damaged or incorrect, you must notify us promptly. We may request photographs of the packaging and Goods to assist with carrier investigations.

Where damage occurred during transit, we will work with you to resolve the issue, which may include replacement or refund.

 

12. Risk Allocation

Risk in the Goods passes to you once Goods are delivered to the address provided at checkout. We are not liable for loss or damage occurring after delivery, including damage caused by pets, children, or improper storage.

 

13. Fraud Prevention and Abuse of Policy

We reserve the right to refuse returns or refunds where we suspect:

· fraudulent behaviour;

· repeated misuse of Goods;

· abuse of ChangeofMind Return privileges;

· intentional damage.

We may suspend or terminate accounts involved in fraudulent or abusive conduct.

 

14. Governing Law

This Policy is governed by the laws of New South Wales, Australia. Any disputes arising under this Policy must be resolved in the courts of New South Wales.

 

15. Contact Information

To lodge a return, refund request, or enquiry, please contact us at info@furlio.com.au.