Terms and Conditions: Returns, Exchanges, Cancellations & Refunds
Effective Date: 29 December 2025
1. Your Rights Under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For major failures with a product or service, you are entitled to a refund, repair, or replacement. For minor failures, we will repair or replace the product or service within a reasonable time. If this is not done, you are entitled to a refund.
You are entitled to a remedy if:
A product is faulty or defective
A product does not match the description provided
A service is not delivered with due care and skill
A service does not achieve its stated purpose or is unfit for its intended use
This policy does not limit or replace your rights under the Australian Consumer Law.
PART A: PRODUCT RETURNS, EXCHANGES & REFUNDS
2. Change-of-Mind & Wrong Size Purchases
Under Australian Consumer Law, we are not required to offer refunds or exchanges for:
Change of mind
Ordering the wrong size or colour
Ordering the wrong product
No longer needing the item
Finding the product cheaper elsewhere
However, Born a Real K9 offers a goodwill exchange or store credit under the conditions outlined in Section 3 below.
3. Goodwill Exchange & Store Credit Policy
You may request an exchange or store credit within 14 days of delivery, provided that:
The item is unused, unworn, and unwashed
The item remains in its original packaging
All tags, labels, and seals are intact
The item is in resalable condition
Proof of purchase is provided
Items Not Eligible for Exchange or Store Credit:
Used or worn items
Hygiene-sensitive products once opened (including shampoos, conditioners, balms, ear care products, and grooming supplies)
Clearance, sale, or final sale items (unless faulty under ACL)
Custom or personalised items
Note: For hygiene and safety reasons, certain products cannot be returned once opened. These include all grooming products, supplements, and items that come into direct contact with animals.
4. Used Products
Products that have been used, worn, or washed are not eligible for return, exchange, or store credit unless the item is faulty or does not comply with Australian Consumer Law guarantees.
5. Faulty, Damaged, or Incorrect Items
If you receive an item that is:
Faulty or defective
Damaged in transit
Incorrectly supplied or not as described
Please contact us within 48 hours of delivery with:
Your order number
A clear description of the issue
Clear, well-lit photos or videos showing the full product, any defects, and the original packaging where possible
We will assess the issue and provide an appropriate remedy in accordance with your rights under the Australian Consumer Law, which may include repair, replacement, or refund.
6. Return Shipping Costs
Change-of-Mind / Wrong Size Exchanges (Goodwill):
Return postage is the customer's responsibility
Original shipping costs are non-refundable
Faulty, Damaged, or Incorrect Items:
If an item is confirmed faulty, damaged, or incorrectly supplied, we will cover reasonable return shipping costs or arrange a replacement at no cost to you
7. How to Request a Product Return or Exchange
Email: support@bornarealk9.com.au
Please include:
Your order number
Item(s) you wish to return or exchange
Reason for the return or exchange
Photos or videos (if the item is faulty or damaged)
We will respond within 2 business days with return instructions or a resolution.
8. Product Order Cancellations
Before Dispatch:
Orders may be cancelled before dispatch for a full refund
Please contact us as soon as possible
After Dispatch:
Orders cannot be cancelled once dispatched
Please refer to Sections 3 and 5 for returns and exchanges
PART B: SERVICE CANCELLATIONS & REFUNDS
9. Individual Dog Training Sessions
Cancellations & Rescheduling:
More than 24 hours' notice: Full refund or reschedule available
Less than 24 hours' notice: No refund; rescheduling may be offered at our discretion
No-shows: No refund
Appointment Reminders:
We will send reminder notifications 24-48 hours before each scheduled session to help you remember your appointments
Service Guarantees:
We provide all training services with due care and skill in accordance with Australian Consumer Law. However:
Training results vary depending on the individual dog, environment, handler consistency, and other factors beyond our control
We do not guarantee specific behavioural outcomes
We guarantee all training services will be delivered with professional care, skill, and in accordance with industry best practices
If a service is not delivered as agreed or with due care and skill, your rights under the Australian Consumer Law apply.
10. Dog Walking Services
Cancellations:
More than 12 hours' notice: Full refund or reschedule available
Less than 12 hours' notice: No refund; rescheduling may be offered at our discretion
No-shows or access issues: No refund
Safety & Welfare:
Born a Real K9 reserves the right to refuse, suspend, or terminate a dog walking service if:
A dog poses a safety risk to itself, the handler, other dogs, or members of the public
The dog displays aggressive or unmanageable behaviour
Access to the dog cannot be safely obtained
In such cases, we will contact you immediately and discuss alternative arrangements. Refunds will be assessed on a case-by-case basis.
11. Training Programmes (Multi-Session Packages)
Programme Purchase Terms:
All programmes are purchased as structured services and are generally non-refundable once commenced. However, your rights under Australian Consumer Law are not affected. If we fail to provide services with due care and skill, you may be entitled to a remedy including refund.
By enrolling in a programme, you acknowledge that you are committing to the full service offering.
Initial Appointment:
The initial appointment secures dedicated time specifically allocated for:
Client assessment
Programme planning
Service setup and customisation
This appointment represents a commitment of professional resources tailored to your individual needs.
Early Withdrawal:
If you choose not to proceed with the programme after the initial session:
A $150 consultation fee will be retained
This fee covers time, preparation, and travel expenses incurred
Any remaining balance will be refunded within 14 business days
Refunds will be processed to the original payment method
Please note: If the initial consultation itself was not delivered with due care and skill, your rights under Australian Consumer Law apply and you may be entitled to a full refund.
Programme Session Attendance:
Missed Sessions:
Sessions missed without sufficient notice may result in forfeiture of that session
No make-up session or refund will be provided
Cancellation Notice Requirements:
To avoid forfeiture, cancellations must be made:
At least 48 hours in advance for programme sessions
Via email to support@bornarealk9.com.au or by phone
During business hours: Monday to Friday, 9:00 AM to 5:00 PM
Emergency Cancellations:
If you need to cancel with less than 48 hours' notice due to a genuine emergency, please contact us immediately. We will consider your circumstances.
Rescheduling:
Sessions cancelled with sufficient notice may be rescheduled subject to availability. Rescheduling requests should be made at the time of cancellation.
Exceptional Circumstances:
In cases of genuine emergency or unforeseen circumstances beyond your control, we may exercise discretion in applying this policy.
Genuine emergencies include:
Serious illness or injury (yours or your dog's)
Family bereavement
Natural disasters
Other circumstances beyond your reasonable control
Please contact us as soon as possible to discuss your situation.
Programme Suspension:
If you need to temporarily suspend your programme due to illness, personal circumstances, or other valid reasons:
Contact us immediately to discuss options
Suspension requests will be considered on a case-by-case basis
Programme validity periods may be extended at our discretion
12. Refund Processing Times
Approved refunds are processed within 14 business days of approval
Refunds are issued to the original payment method used for purchase
Please allow additional time for your financial institution to process the refund
13. Contact Us
If you have any questions about returns, exchanges, cancellations, refunds, or your consumer rights, please contact us:
Born a Real K9
ABN: 81690596000
📧 Email: support@bornarealk9.com.au
🌐 Website: www.bornarealk9.com.au
📞 Phone: [Insert phone number]
⏰ Business Hours: Monday to Friday, 9:00 AM to 5:00 PM
14. Acknowledgement
By purchasing products or services from Born a Real K9, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
Policy Updates:
This policy may be updated from time to time. The latest version will always be available on our website.
Born a Real K9
ABN: 81690596000
Version 1.0 | Effective Date: 29 December 2025 | Last Updated: 29 December 2025