SHIPPING & RETURNS

Repair, Replacement & Refund Policy

 

Gear 4 Greys Inc. exists through our passion for Greyhounds.   Our store is run by volunteers and located in country Victoria, Australia.  We are a charity,  which means every dollar in profit we make is donated to charities dedicated to the rescue, care and rehoming of Greyhounds.   We know Greyhounds love to be spoilt and and we want to help you do just that.  We make every effort to ensure that we carry a good range of products sourced and manufactured from within Australia and overseas to meet your every need.  Many of our coats are locally hand sewn.

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This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from Gear 4 Greys Inc. is found to be defective, or it does not meet your needs, Gear 4 Greys Inc. will happily repair or replace the product, or offer you a refund.

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This Policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law (see below), because your satisfaction is very important to us.

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What is the Gear 4 Greys Inc. change of mind policy?

 

If you change your mind about a product you have purchased from us, you can return that product to us within 14 days of receipt and we will happily refund the original purchase price of that product;  provided the product and packaging is in its original condition and the product is re-saleable. Any gifts or bonus offers provided with the product must also be returned.

Some exceptions apply, for example:

• any product that has been personalised, (e.g. your greyhounds name on a product) will not be accepted as a return simply because you have changed your mind. We do not consider those products to be in their original condition and/or re-saleable given their personalisation.

• any pet grooming accessories that have been used or appear to have been used will not be accepted as a return due to change of mind, because we do not consider those products to be in their original condition and/or re-saleable given potential health and hygiene risks if the products were to be re-sold.

• any product with obvious wear or soiling cannot be re-sold.

See below for more information regarding online returns and delivery charges.

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What is Gear 4 Grey's delivery refund policy?

 

If you bought the product online, and the product is defective or damaged in transit, please return the product within 14 days of receipt and (provided we agree that the product is damaged or defective as outlined below) we will refund your original delivery charge or cover the costs of delivering any replacement product to you. We will not, however, refund delivery charges if the product is returned simply because you have changed your mind or the product is unwanted.

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Faulty or defective products

 

If you receive a faulty product from us (including, if a product is defective or damaged in transit on delivery to you) return it to us within 14 days of receipt and we will inspect the product and if we agree that the product is faulty and the fault is unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product.

 

If we are unable to provide you with an identical product, we will, with your agreement, refund the purchase price (and delivery price, if any). If however, you return the product more than 14 days after receipt or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair, credit or refund. In many situations, this will be a simple assessment by our customer service team. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.

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Sometimes it may be dangerous or may not be possible to assess the product immediately due to the nature of the product (for example, if it is an electrical item). In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution. Whilst we always do our best to provide you with a timely resolution, depending on the product please be aware it may take six weeks or more to complete the process due to the number of parties involved.

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When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.

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As part of any assessment, we look at the following:

 

(1) If there is a minor fault:

Where the product has experienced a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Gear 4 Greys Inc. and/or the manufacturer can instead decide to replace the product or refund the purchase price.

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(2) If there is a major fault:

Where the product has experienced a major fault, you may choose to receive a refund, replacement, credit or repair.

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(3) If the product has been damaged through abnormal use:

Unfortunately, neither Gear 4 Greys Inc. nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Gear 4 Greys Inc., the manufacturer or their agent. If repair is possible, it would be at your direction and cost.

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How do I return a product?

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Please email gear4greys@gmail.com with: your name, contact details including your phone number and invoice number.   We will contact you to advise how to best return the product.

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Any cost incurred by you in returning the product to Gear 4 Greys Inc. will be borne by you.

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Do I need to show receipts to return or refund a product?

 

For us to process a return or refund, we will require proof of purchase.

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• The tax invoice or shipping order you received with your purchase;

• A printed copy of the order confirmation email that you received when placing your order online; or

• Another acceptable proof of purchase.

 

If you are returning a product via courier, send an email to gear4greys@gmail.com for processing and include:

• Your name, contact details, invoice number and description of the product being returned

• Include proof of purchase in the courier package.

 

Refunds will be provided in the same form as your original payment.

 

What are my rights under the Australian Consumer law?

 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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Where a failure does not amount to a major failure, Gear 4 Greys Inc. is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product to Gear 4 Greys Inc. will be borne by you.

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Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Gear 4 Greys Inc. adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.