Pet Glass

For Returns, Repairs, Replacements & Refunds.

At eDog Australia, we strive to provide high-quality products and excellent customer service! We understand that there may be situations where you may need to return or seek a refund for a product purchased from our website. This Return Policy outlines the guidelines and procedures for refunds in accordance with the Australian Consumer Law (ACL) administered by the Australian Competition and Consumer Commission (ACCC).

Our Return Process

1. Submit a Support Ticket with our Customer Experience Team here.
   Include the following in your submission: your order number, a short video (or image) demonstrating the fault, and a written description inclusive of all and any relevant details.
   
   
2. Your submission is reviewed by an in-house Specialist.
   They will provide you with relevant troubleshooting and support as required, and/or confirm the potential fault you have experienced. When within warranty, determine your choice of resolution method (replacement, exchange, credit or refund) and you will receive a paid-for return label.
   
   
3. Return your product and await assessment confirmation.
   After sending us back your product, provide the tracking number in your ongoing ticket. Once your return has been received, it will be processed by our team within 5-7 business days.
   
   
4. Get your resolution, and get back to what’s important.
   Once our Specialist has assessed your product and confirmed the manufacturer defect or fault, you will receive your chosen resolution outcome. If no fault is found or your return lacks the original components and packaging, the product will be returned to you at your cost and any relevant support instructions or documentation emailed to you.

Please Note: Returning products missing original contents or packaging are ineligible for refund, and will be returned to the purchaser. Shipping and any additional fees for incorrectly returned goods are the responsibility of the customer.

Damaged in Transit (DIT)

While we take great care in packaging orders, products may occasionally be damaged during transit. 

If your order arrives damaged, you must notify us within 7 calendar days of delivery confirmation by submitting a support ticket with our Customer Experience Team. 

Your submission must include: 

• Your order number
• Clear photo and/or video evidence showing:
  • The damage to the product, and

The condition of the outer packaging at the time of delivery

Claims submitted outside this timeframe, or without sufficient supporting evidence, may not be eligible for assessment as a Damaged in Transit claim. 

Warranty 

Our products (excluding services) are eligible for repair or replacement for a period of 12 months from the original invoice date under warranty. This warranty covers component and manufacturing defects and excludes any defects due to misuse, incorrect procedures, tampering, incorrect maintenance, physical damage or misadventures. Product failure due to power surge or power spike, overcharging, or failure due to network issues such as an incompatible modem for internet capable products are not covered under this warranty.

For any products that require power or electronic charging, please only use the charger or cables provided. Use of any cables or chargers other than the one supplied will void your warranty.

Product Lifetime Support

At eDog Australia, we are committed to providing exceptional customer support throughout the lifespan of our products. We take pride in offering lifetime support to all of our customers, ensuring original purchasers may receive assistance when they need it. 

What does Product Lifetime Support cover?

• Guidance with your purchased product by phone, email or live chat.
• Replacing misplaced manuals with a digital version.
• Ongoing advice about new products, features and purchases.

What does Product Lifetime Support not cover?

• Support for devices or products not purchased through eDog Australia.

While lifetime support does not extend to services or on-location training, we may be able to assist you remotely. Get in touch with us if you have reviewed the product manual and our online resources but still require assistance. In your submission, provide as much detail as you can with the assistance you require along with your order number so we can ensure a smooth and efficient process in addressing your queries and provide the necessary guidance.

We value your satisfaction and strive to provide the best support possible. If you have any further questions or need assistance, please don't hesitate to reach out to us. We're here to help you make the most of your products and ensure a positive experience with eDog Australia.

Faulty or Defective Products

A rare occurrence with our products, and we’re sorry if this happens.
If you’ve received a product that was incorrectly manufactured, or appears to be dead-on-arrival (DOA), do not worry - we are here to help.

Get in touch with us as soon as you identify an issue within your 12 month warranty period and we will provide you with expert troubleshooting, helping to identify any solvable issues prior to initiating your return. 

Once we assess and find that your product may be faulty or defective, we will, with your agreement, arrange a replacement or recommend an alternative product as a replacement that may be suitable for you. 

Under warranty, you are eligible for a replacement, exchange, credit or refund for your purchase once the product has been returned and the fault or defect fully assessed by one of our authorised specialists. For exchanges in instances where the value is higher than that of the original purchase, additional payment may be required. In instances where the value is lower, you may be eligible for a credit of equal value, or a partial refund to your original payment method.

Please Note: Services are not eligible for refund or return. No refunds will be issued for faulty products prior to their return and assessment by an authorised specialist.

Effectiveness & Individual Animal Response

Our products are designed to operate as described when used correctly and in accordance with the provided instructions. However, individual results may vary between animals.

The effectiveness of behavioural and calming products, including (but not limited to) static collars, ultrasonic devices, and calming or anxiety-support products, can be influenced by factors outside our control, including:

• The animal’s temperament and behavioural history
• Sensitivity to stimuli (e.g. sound, vibration, or static correction)
• Training consistency and technique
• Environmental factors
• Individual biological and behavioural response

As a result, we are unable to guarantee that a product will achieve a specific outcome for every animal.

Requests for returns, refunds, or exchanges based solely on a product not achieving the desired behavioural outcome, or claims that a product “did not work” for a particular animal, do not indicate a fault with the product and are not considered valid grounds for return.

If you require assistance with product selection, usage, or training guidance, our team is always happy to provide support.

Change of Mind 

We understand that sometimes purchases don't go as planned. That’s why we offer a 14-day Change of Mind return from the date of purchase, subject to a 20% restocking fee.

To qualify, your item must be: 

• In new, unopened (and unworn where applicable) condition
• In its original packaging with all contents intact
• Return initiated within 14 days of purchase

Due to the personal health and hygiene nature of some of our products, we require a high standard of new condition for all returns. If your order does not qualify for a Change of Mind under the above requirements, or your order is sent to us and determined as not meeting the requirements, your order will not be eligible for a Change of Mind return.

To request a Change of Mind return, please contact us here with:

• Your order number
• A photo showing the item's unopened/new condition
• Your reason for return

If approved, we'll provide a Return Merchandise Authorisation (RMA) number and return address. 

Cancellations

If you have placed an order with us but would like to cancel your order for a full refund, credit or exchange, please contact us as soon as possible including your order number, reason for cancellation and method of resolution. If your order has already been processed, you are ineligible for a refund and may follow our RMA Change of Mind process to initiate a return.

Undeliverable Orders

In instances where orders are found to be undeliverable or not collected, and a request has not been submitted as outlined above, a credit equal to the value of the purchase with an expiry of three months will be provided to the email address most recently provided by the purchaser upon the received return of the product. Any additional shipping fees to resend a product are to be paid for by the purchaser from available redelivery methods.

Delivery, Safe Place & Theft

Where a delivery does not require a signature, our courier partners may leave parcels in a safe place at the delivery address, in accordance with their delivery practices.

Once an order is confirmed as delivered to the address provided at checkout, including confirmation through tracking updates and/or proof of delivery, responsibility for the parcel is considered fulfilled.

If a parcel is confirmed as delivered but is subsequently missing or reported as stolen, this is considered a matter of theft. Unfortunately, we are unable to offer refunds or free replacements for orders that are confirmed as delivered to the correct address and later lost or stolen.

Customers are encouraged to ensure a secure delivery location or select signature delivery where available.

General Support

For general support enquiries about our products or services, please contact us here.