Refund policy
At Baobao Pet Shop, we are dedicated to ensuring your satisfaction with every purchase. We understand that occasionally, issues may arise. To facilitate the return process, please review our return policy, which provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law:
Australian Consumer Law grants consumers the right to receive a refund for items that arrive faulty or damaged. One of the key provisions is that there is no specific time limit imposed on refunds in such cases. This legal safeguard exists to protect your consumer rights, and we are fully committed to upholding these rights in every transaction.
Honesty and Prompt Reporting: While the law does not set a time limit, we encourage our valued customers to be honest and inform us of any issues with their purchases at the earliest inconvenience. This proactive communication helps us serve you better and ensures a quicker resolution.
📅Return Window:
Additionally, our standard return policy provides a 14-day window from the day after you receive your item to initiate a return for reasons other than faults or damages. This policy aligns with consumer rights and provides a timeframe for general returns.
Return or refunds Requested After 14 Days
If you are requesting a refund or return due to a damaged or faulty product, and it has been more than 14 days since you received your purchase, we kindly request the following: Be prepared to provide an honest explanation for the delay in informing us about the faulty product. Understanding the circumstances aids us in addressing the issue effectively. We also request visual evidence in the form of images or videos demonstrating the product's damage or malfunction. This documentation assists us in assessing the extent of the problem and streamlining the resolution process.
Eligibility for Returns:
To be eligible for a return：
-Products must be in the same condition as you received them, except for faulty or damaged products.
-Items should be unused, unopened, and in a resalable condition. All accompanying accessories, labels and tags must be included. The product should not show signs of wear, damage, or alteration beyond what is necessary for a typical inspection.
- Proof of purchase, such as your order number or receipt, and photos of damaged, or wrong items, are required for all returns.
Exception: Faulty or Damaged Products
Please note that this condition does not apply to faulty or damaged products. If you receive a product that is faulty or damaged, we will address the issue in accordance with our return policy and Australian Consumer Law (ACL). In such cases, we prioritize your consumer rights, and you may be eligible for a refund, replacement, or repair as applicable.
How to Initiate a Return:
Please FIRST contact our customer service team at orders@baobaopetshop.com to request a return authorisation.
Please provide your name, order number, a clear reason for the return (accepted reasons are listed in the "Reasons for Return" section), and any relevant details regarding the item(s) you wish to return. Once your return request is approved, you will receive a return authorisation email from us.
Non-Compliant Returns:
- Items sent back without obtaining prior return authorisation will not be accepted, and we will not be able to process any refunds or exchanges in such cases.
- Returned items that do not meet our return policy criteria may also be subject to rejection
Reasons for Return:
You can initiate a return for the following reasons:
1. Defective or damaged product:
a: We understand that sometimes products may arrive defective or damaged despite the parcel box appearing undamaged. In such cases, we have a straightforward return policy to address your concerns and provide you with a satisfactory solution.
b: If you have received a detective product with a visibly damaged parcel box, our straightforward return policy is in place to handle your issues and ensure you receive a resolution that meets your satisfaction.
c.If an item is damaged due to improper use by the customer, we regret to inform you that we cannot accept refund or return requests on this basis. It's important to use the product according to the provided instructions and guidelines to ensure its proper functioning and longevity. We appreciate your understanding in this matter, and we encourage customers to reach out if they have any questions or concerns about product usage to avoid such situations.
We strive to ensure accurate order fulfilment, but in the rare event that you receive the wrong product. In such cases, we have a straightforward return policy to address your concerns and provide you with a satisfactory solution.
a. Ordered the Wrong Item: size, colour, wrong products - NOT ACCEPT RETURNS/REFUNDS
We make every effort to provide comprehensive information about our products, including detailed size and ingredient descriptions. If the reason for wanting to return a product is solely due to a size discrepancy, please be aware that such requests for return will not be accepted. We take great care to ensure that all our apparel and accessories come with precise measurements, allowing you to make informed choices. It's important to note that dogs and cats possess sensitive noses, and the scent of another animal can significantly influence their reactions and responses.
b. Duplicate Purchase: Accidentally Purchased the Same Item More Than Once?
we understand that mistakes happen, and occasionally, customers may accidentally purchase the same item more than once. Rest assured, we have a straightforward process in place to assist you in resolving this situation promptly and efficiently.
c. Price Match policy:
Given our small business nature, we do not offer a formal price match policy. While we strive to keep our prices competitive, there may be instances where you find a similar product at a lower cost from other sources.
d. Returns for a Better Deal:
We do not accept returns solely because a customer has found a better deal elsewhere. Our return policy is designed to address issues related to product quality, condition, or errors in the order. We believe in the value and uniqueness of our products and the service we provide.
We prioritise the health and well-being of your beloved pets. We understand that certain pets may have allergies or sensitivities to specific ingredients found in pet food products. As part of our commitment to providing safe and high-quality products, we want you to know that we take responsibility for any allergic reactions that may occur as a result of pets consuming our wet pet food/ treats.
If you have any doubts about how your pet might react to a particular food or product, we strongly encourage you to make an informed decision before making a purchase. We value the well-being of your pets and want to ensure their safety and comfort at all times.
5. Returned packages due to not collected within 10 business days from the post office:
If a parcel hasn't been collected within 10 business days, we regret that we cannot offer a refund. We send notification emails to each customer when their parcel is in an "awaiting collection" status, which can be found on the Australia Post tracking page. When the parcel is sent back to us, we kindly request that you cover the reshipping postage costs. We appreciate your understanding and cooperation in this matter.
6. packages returned due to wrong addresses provided by customers:
For packages that are returned to us due to an incorrect address provided by the customer, we regret to inform you that we cannot accept refund requests in such cases. It's essential to double-check and provide accurate shipping information during the ordering process. Please check shipping policy, which has a detailed description. If the package needs to be resent to the correct address, reshipping postage will be the responsibility of the customer. We appreciate your attention to providing accurate address details to ensure successful delivery.
Refund or Exchange:
- For defective or damaged products:
Please provide your name, order number, a clear description of the defect or damage, and attach clear photos of the damaged item, the parcel box/ satchel received. Our team will carefully evaluate the provided information and images to verify the defect or damage. If the defect or damage is confirmed and is a result of a manufacturing issue or transit damage when the parcel box is not visibly damaged, we will offer you the following options:
a.Replacement: We will send you a replacement product at no additional cost, including shipping fees.
b. Refund: If a replacement is not available or you prefer a refund, we will process a full refund for the purchase price of the damaged item.
2. Parcel box with a visibly damagePlease provide your name, order number, a clear description of the defect or damage, and attach clear photos of the damaged item, the damage to the parcel box/satchel upon delivery.
To file the claim, please follow through the guide for File a Claim for Shipping Damage when the Box is Visibly Damaged
Our team will carefully evaluate the provided information and images to verify the defect or damage. If the defect or damage is confirmed and is a result of transit damage from our carrier (Australia Post) when the parcel box is visibly damaged, please be assured that we will contact Australia Post for reimbursement under Australia Post Terms and Conditions on your behalf.
a. Refund: When we received the refund from Australia Post, we will refund to you.
- For incorrect items shipped:
Please provide your name, order number, a detailed description of the incorrect item you received and attach clear photos of the incorrect item(s). Our dedicated team will carefully review your report to confirm the error. If it is determined that we indeed shipped the incorrect item to you, we will offer you the following solutions:
a. Reshipment: We will promptly send you the correct item with expedited shipping at no additional cost.
b. Return and Refund: If you no longer require the item or prefer a refund, we will provide you with instructions on how to return the incorrect item. Once we receive it, we will process a full refund of the item, including any associated return shipping costs.
- For change-of-mind returns
1. Ordered the Wrong Item: size, colour, wrong products - NOT ACCEPT RETURNS/REFUNDS
2. Duplicate Purchase:
a. Notify Us As Soon As Possible: If you find yourself in this situation, please inform us as soon as you become aware of the duplicate purchase. Your swift communication helps us take the necessary steps to address the issue effectively.
b. Within 24 Hours or Before Shipping: If you notify us within 24 hours of placing the order or the package has not yet been shipped, we can take immediate action. We will repack the order and refund the duplicate items to you promptly, ensuring that you are not charged for the extra purchase. This quick resolution prevents any inconvenience and ensures a smooth shopping experience.
c. After the Parcel Has Been Sent: If you realise the duplicate purchase after the package has been sent, please wait until you receive the parcel. Once you have received the package, you can follow our standard return process, which is in line with our eligibility criteria for returns. We will assist you in arranging a return for the duplicate item, and you will be eligible for a refund in accordance with our return policy.
3. Price Match Policy - NOT ACCEPT RETURNS/REFUNDS
4. Returns for a Better Deal - NOT ACCEPT RETURNS/REFUNDS
- For Allergic Reactions:
If your pet experiences an allergic reaction to any of our wet pet food products or treats, we will offer you the following solutions:
Please provide your order number, purchase details, and a clear description of the allergic reaction.
a. Return and Refund: we will provide you with instructions on how to return the same unopened products in their original packaging. Once we receive the returned product(s), our team will assess the situation promptly. We will conduct a comprehensive examination to ensure that the products meet the necessary hygiene and quality standards for resale. If the products meet our quality criteria, we will process your return and issue a refund.
This policy is in place to enable us to thoroughly inspect the products and determine if they meet the necessary quality and safety standards for resale. We understand that returning the same unopened products may seem unusual, but it is crucial to ensure that these products can be resold safely to other pet owners without any compromise to their quality. The original packaging and bubble wrap help maintain the freshness and integrity of the product.
*Original Packaging : For wet pet food：The original bubble wrap or protective packaging that we provided when you made the purchase. A sticker is attached to the bubble wrap as a reminder in case a return of the wet food product is necessary. For pet treats: The treats are remaining unopened, unused, and in the same condition as when you received them, just like the original bag.
We appreciate your understanding of our return policy for allergic reactions and the importance of returning unopened products with their original packaging and bubble wrap.
- For returned (send back) packages due to not collected within 10 business days from the post office - NOT ACCEPT RETURNS/REFUNDS
- For returned (send back) packages due to wrong address provided by customers - NOT ACCEPT RETURNS/REFUNDS
*Perishable Items:
Please ensure that you return perishable items in their original bubble wrap or protective packaging, which we provided when you made the purchase. It's important to note that this policy excludes damaged or faulty items. Additionally, a helpful reminder is the sticker attached to the bubble wrap, which serves as a prompt in case you need to initiate a return for perishable products. Your satisfaction is our priority, and we appreciate your cooperation in adhering to these return guidelines.
At Baobao Pet Shop, we strive to make your shopping experience as smooth as possible. If you have any questions or concerns regarding our return policy or the return process, please do not hesitate to reach out to our customer support team.