Shipping and Returns
This Shipping and Returns Policy (“Policy”) applies to purchases of all goods from our website, www.shopbigdogenergy.com
Effective date: 26 August, 2024
We are committed to providing quality products and ensuring your satisfaction. Please review our Shipping and Returns Policy carefully to understand your rights and responsibilities.
Shipping
We ship within Australia via Australia Post. Delivery times vary by postcode and further information can be found at www.austpost.com.au. Big Dog Energy does not accept any responsibility for shipping times.
Additional time will be required for shipping during peak periods, for example Black Friday Sales, Boxing Day, Christmas and Easter.
You will be issued with a tracking number once your order is shipped, and you can track the status via www.austpost.com.au. A signature is required upon delivery, and if you are not available to sign, a card will be left advising you of your pick up options. If you do not arrange pick up of the parcel within the timeframes set by Australia Post, the parcel will be returned to us and you will be required to pay any return to sender fees and the fee to re-deliver your parcel.
Please ensure your delivery details are correct as we do not take any responsibility for incorrect information or sending your package to an incorrect address. We do not take any responsibility for postage services with the minor chance that the package becomes lost or damaged in transit.
Processing and Delivery Timeframes
- Processing: 2 business days
- Standard delivery: 3 to 6 business days
- Express delivery: 1 to 3 business days
- Personalised items: additional 3 business days for processing
- Free standard shipping for orders over $99
- Standard shipping: $10.95 for orders under $99
- Express shipping: $14.95
Cancellation of Orders
We may cancel orders if products are unavailable. If this occurs, you'll be offered an alternative or a full refund.
Consumer Guarantees - Returns
We offer refunds, repairs, and replacements in accordance with Australian Consumer Law and the terms of this policy. Your rights under Australian Consumer Law are in addition to, and not limited by, our policy.
Our products come with guarantees that cannot be excluded under Australian Consumer Law. If a product you purchased from us has a major failure, you may be entitled to a replacement, repair, or refund.
Further information about consumer guarantees can be found here: https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees
https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees
Eligibility for Refunds and Exchanges:
Refunds, repairs, and replacements are provided for products with a major failure under Australian Consumer Law. This excludes general wear and tear or damage caused due to misuse.
For Change of Mind or Incorrect Sizing, we offer exchanges for another product variation or size, or a credit note to the value of the product returned. The return postage will be at the expense of the customer.
Returns Process:
To initiate a return, contact us at hello@shopbigdogenergy.com with your order number, reason for return and desired outcome to obtain a Return Authorisation (RA) number. Once the return is approved by us, package your products with your invoice including your RA number.
Return shipping is covered by us only for major failures under Australian Consumer Law; otherwise for Change of Mind or Incorrect Sizing returns the customer is responsible for all return shipping expenses.
Non-Refundable Products
We do not offer returns or refunds on:
- Customised items; or
- Final Sale products.
Unless a major failure under Australian Consumer Law has occurred.
Timeframe for Returns
Returns must be initiated within 14 days of the date of purchase. Late returns may not be accepted.
Condition of Returned Products
Products must be returned in their original condition, unused, unwashed, and with all tags and packaging intact. We will inspect all products before the return is processed, and reserve the right to refuse refunds, exchanges or credit notes for products not meeting these criteria.
Refunds and Credit Notes
Refunds will be issued to the original payment method. Credit Notes will be valid for 3 years from date of issue.
Cancelling a Refund
In certain circumstances, we reserve the right to cancel a refund if new information emerges that provides the customer’s claim is invalid. Customers will be notified promptly and an explanation will be provided.
Contact Information
For any refund questions or concerns, please get in touch with us at hello@shopdogenergy.com
Policy Update
We may update this policy at any time, with changes effective immediately upon posting on our website.
By purchasing with Big Dog Energy, you acknowledge and agree to the terms outlined in this Shipping and Returns Policy.