Returns

Our returns policy is in addition to your rights under the Australian Consumer Law, because we want you to be happy with your purchase. 

Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you. 

Change of mind returns 

Due to the custom nature of the goods and services sold, change of mind returns are not available. 

Buddy will not accept the return of items from the following categories under the change of mind returns policy under any circumstances: 

• Cremation services. These can be refunded if Buddy receives confirmation in writing from the pet owner that the cremation is not to be performed prior to the cremation being performed.  

• Personalised or customised items (for example, and not limited to, engraving, printed items such as t-shirts or mugs, etc.). These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description. 

Other Returns 

Buddy will accept product returns and provide you with an exchange voucher, refund or repair where: 

• The product is faulty or is not of acceptable quality; or 

• The product is not fit for its intended purpose; or 

• The product does not materially match the sample or our description. Please note that the products are hand crafted and as such may vary in size, colour or texture and this would not constitute a material non-conformance to the sample or product description; and 

• you can present your receipt or other adequate proof of purchase. 

Buddy may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Buddy reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect. 

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods. 

Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence, should be addressed to our Buddy Customer Service team using the ‘Contact us’ option on the Buddy website (https://buddy.rip). 

Consumer Guarantees 

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. 

When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return. 

When returning a product, with adequate proof of purchase, you will be asked for your consent as authorisation of the return transaction. This information may be accessed by authorised Buddy team members for fraud investigations and fraud protection activities. Information collected will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request, as required by law. 

Non-Buddy branded product may not be accepted for return without adequate proof of purchase, unless it is covered by the consumer guarantees. 

Buddy reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. 

If you wish to access your personal information, please contact 1300 172 329 Customer Service at [email protected] 

Buddy is committed to protecting the privacy of your personal information. Please refer to our Privacy Policy at https://buddy.rip/privacy 

Proof of Purchase 

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents: 

• Online Tax Invoice; 

• Financial statement such as a credit card statement or a bank statement 

Note

Refunds will only be issued using your original payment method. Gift cards are not redeemable for cash. 

How to return a product ordered on Buddy online 

If you need to return or request a replacement for a faulty item please email [email protected]  with your order ID, full name, email and contact phone number and a copy of your proof of purchase. 

Alternatively, you can call our team directly on 1300 172 329 who will be able to assist you. 

We endeavour to answer all return/replacement requests within a 2 working days period.