Refund and Returns Policy

Refund & Returns Policy

This Refund, Return and Repair Policy is applicable to purchases made from www.blackhound.com.au only.

For purchases made from an authorised dealer or retailer, please see the relevant seller for details.

At Black Hound we strive for 100% customer satisfaction. We would prefer you to contact us prior to making a purchase if you are unsure on sizing for your dog and car.

We also recommend that you read our Refund, Return and Repairs Policy prior to you making a purchase from Black Hound, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If at the time of delivery, goods appear to be damaged or broken, or the outer packaging appears to be excessively damaged, please ensure that all damages are noted on the courier paperwork, that you request a copy of the paperwork and that you take photos and immediately contact Black Hound at sales@blackhound.com.au

PLEASE NOTE: the metal used in all products is malleable, which is crucial for the safety of your dogs. Furthermore, it is part of the Life Saving Biomechanics Engineering . Minor bends during shipping do not affect the safety or integrity of our products. Issues can easily be resolved: please contact us.

About our Refund, Return & Repair Policy

This is the Refund, Repair and Return Policy of Black Hound, and applies where you make a purchase online from www.blackhound.com.au

The policies of individual stockists, resellers or authorised dealers may vary

Black Hound values each and every customer. We like to provide individual advice regarding the correct sizing of our MIMSafe products to ensure that the correct product is selected for purchase.

Customers are responsible for ordering the correct size Variocage for their animals and their vehicle. We cannot accept returns for improperly sized Variocage products unless Black Hound is at fault for shipping the wrong model or the wrong product. The Variocage products are very difficult to re-pack and return without damage. We suggest that you measure your vehicle and your dog to assure you receive the proper size Variocage.

If you are not sure which product is best for your individual circumstances please contact us at sales@blackhound.com.au

We may be able to offer you a sizing guarantee – please ask us about this.

Change of Mind

Please choose carefully. Refunds are not provided where you have simply changed your mind, made a wrong selection, chosen the wrong size or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Consumer Guarantees and Your Rights Under the Australian Consumer Law
Refer to the ‘Consumer Guarantees’ listed below for more information.

Goods Damaged in Transit

If at the time of delivery, goods appear to be damaged or broken, or the outer packaging appears to be excessively damaged, please ensure that all damages are noted on the courier paperwork, that you request a copy of the paperwork and that you take photos and immediately contact Black Hound at sales@blackhound.com.au

PLEASE NOTE: the metal used in all products is malleable, which is crucial for the safety of your dogs. Furthermore, it is part of the Life Saving Biomechanics Engineering . Minor bends during shipping do not affect the safety or integrity of our products. Issues can easily be resolved: please contact us.

Black Hound will arrange to have the damaged goods returned to us and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. Claims for damaged goods must be made within 14 days of receipt of your delivery.

Black Hound must be notified of any damage claims or issues within Three (3) Business Days of receipt of your order.

Refunds

Refunds will normally be processed within 10 working days but not before all components have been assessed.

Delivery Charges

Where Black Hound considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to Black Hound Black Hound’s cost. All other return costs are the responsibility of the purchaser.

Returns and Repairs

You may return goods we have delivered to you by contacting us first at sales@blackhound.com.au. We will not accept any products returned to us without prior written authorisation.

Returned products that have been authorised must be in the original, unopened packaging including the additional cardboard outer-wrap shipping container, which is required to prevent damage during shipping. The original packaging must not be broken or otherwise damaged and the product cannot have any missing or damaged parts.

Black Hound will inspect the goods and may arrange for the goods to be sent for repair, or provide you with a replacement.

All MIMsafe products come with a 12 month manufacturers warranty. To be covered by the warranty, the defect must be an original manufacturing defect. The warranty does not cover any damage, misuse or modifications by consumers nor does it cover damage from animals, drops, falls or impacts.

MIM Safe Variocage products are constructed from powder coated steel and as such are rust resistant.. The product warranty does not include rust or corrosion. The products are not recommended for continued exposure in harsh climates.

The manufacturer’s obligation under warranty shall be limited to replacement of defective parts or components. The warranty period starts from date of purchase. Warranty claims must be in writing and must include a copy of the original purchase receipt.

Returns require Black Hound approval and Black Hound will not accept products for warranty repair without proper authorization..

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

In some circumstances, 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 the goods.

Questions about our Return, Refund and Repair policy should be sent to us at sales@blackhound.com.au.

Consumer Guarantees

All goods sold in Australia 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.

There are nine consumer guarantees that apply to goods you purchase:

Acceptable quality.
Fit for a particular purpose
Match description
Match the sample or demonstration model
Express warranties will be honored
Spare parts and repair facilities will be available for a reasonable time after purchase
Title to the goods
Undisturbed possession of the goods
No undisclosed securities on the goods

Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.

There may be circumstances where you are not entitled to a remedy.

Black Hound reserves the right to amend or change the returns, repairs and refunds policy at any time. Black Hound reserves the right to charge a restocking fee for returns. The restocking fee is 30%

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.