Terms and Conditions
You have the right to ask for a repair, replacement or refund under the Australian Consumer Law consumer guarantees.
No pet treat is 100% risk free.
While incidence with our pet treats is extremely, extremely rare, we do not claim our treats are 100% risk-free. Our bone products are not cooked and have not calcified like a cooked bone has, however just like a raw bone they may still present a small potential choking hazard just like food can to humans. We recommend monitoring your dog when eating our dog treats and understand their eating habits and choosing treats accordingly. You agree when purchasing our treats that you do so understanding this minimal risk of feeding them to your dog and do not hold CLEAR Dog responsible or accountable for your decision to feed your pet these treats.
We ship using a number of couriers on your behalf. Shipping times are not guaranteed but typical and we cannot return and refund orders at our cost if they do not meet your shipping expectations. Couriers need a reasonable amount of time to investigate and correct any issues which you agree to. If an order is confirmed as lost in transit where the courier is at fault we will replace at no cost. We will not be responsible for lost orders when no signature was requested and delivery has been confirmed and proven.
Our Additional refund, replacement, credit and return policy
In addition to your general rights we further guarantee the quality of our products for 12 months from purchase date when kept sealed and out of direct sunlight with an average temperature below 30C – such as your kitchen cupboard for example. All of our products have a 12 month ‘Best Before’ after the purchase date.
You must notify us within 25 days of Shipment date if you have not received your order. After this time we do not guarantee we will be able to trace your order. Refunding or re-sending your order after this time will be at our discretion and will generally depend on the outcome of the couriers investigation and if we can make a successful claim.
You must notify us within 7 days of receiving your order if you believe there is an issue with your order such as a missing or incorrect item.
In the extremely unusual situation that we have made a mistake with your order or there is a quality issue with a product we will fully refund, credit or replace the item(s) at our cost, including all shipping costs*
For refunds or replacements you must provide proof of any issues such as pictures and have the item(s) available for us to have returned at our discretion. If you cannot provide proof of an issue or destroy/throw them away so that we cannot have proof of the issue, or be able to have the item(s) returned at our cost for inspection then no refund or replacement can occur.
Please note many of our products are hard and pointed such as bone and perforations in bags may occur. This will not affect the life of the product and you accept perforations may occur. Refunds are not given for perforations in bags.
Ants love our natural products and while we guarantee they are shipped ant-free, ants can get in when left on a doorstep or at your home. We do not accept returns and refunds due to ants unless it 100% happened in transit. This will require it to be reported immediately after receiving and it was signed for. We cannot support refunds for ants when the package was left at your premises which is when ants generally get in and is beyond our control. Ants are not poisonous and generally they run off once disturbed. You can also snap freeze the bag and then shake them to the bottom and remove. We recommend using an ant spray where you keep your dog treats and also where the postman might leave the treats such as your front door step.
Other bugs such as the flying Hide Beetle love our natural products. They have a great sense of smell and can fly into your home and even given time eat through thin plastic (hence we use 150um bags!) or get through perforations in the bags made by pointed treats. They lay eggs which hatch in a few days and pupae (furry little dark things!) grow and shed skins before completing the cycle to a beetle in as little as 35 days. Its important to always keep your product sealed and ideally not in an open location. Check your products often. Deep freezing product for 48hrs will kill off these beetle and any eggs. We are unable to support hide beetle issues after 30 days from dispatch as if it happened before shipment it would be very noticeable by this time.
*For International orders we only refund or credit the original cost of the item(s) including the original shipping cost pro rata for the item(s). We will not reship.
Changed your mind?
within 14 days of receiving your order, if you change your mind on any product, then we also allow returns for a full refund or credit as long as the item is returned to us unopened, unused and as new for resale. You are responsible for all shipping costs in returning the item to us and any reshipping of any replacements. Please contact us within 14 days of receiving your order and return the product(s) to the address below within 30 days of purchase date.
Our warehouse address is Unit 5, 14-16 Cairns street, Loganholme, Queensland, 4129. If you have changed your mind, you will need to return to this address. For returns under our guarantee or due to a mistake on our part, at our cost it will either need to be returned to an Australia Post outlet or we will arrange a time with you for a courier to collect it from you, whichever we decide as it will depend on your location and the method used to ship the original order to you.
If you have any further questions please email us at [email protected]
All refund and credits will be completed within 7 days after agreement of the amount and us receiving the returned product. It might take a few days longer to receive your refund depending on how you paid (ie credit cards can take 3-7 days to process refunds). When applicable, replacements will be shipped within 5 working days of receiving the item(s) to replace.
CLEAR Dog Treats reserve the right to provide you with a full refund or credit for your order in the case of a genuine error caused by any of our IT systems and website, or by our team members or 3rd parties.