DRAFT · PENDING LEGAL REVIEW · NOT YET IN EFFECT
COLLR · LEGAL

Refund and Returns Policy

This Refund and Returns Policy explains your rights and our practices when you buy a Collr tag (The Pendant, The Plate, The Keeper or The Crest) from collr.com.au. It is operated by [LEGAL ENTITY NAME] (ABN [ABN]) ("Collr", "we", "us" or "our"). All prices on this website are in Australian dollars and are inclusive of GST. We ship within Australia only.

Please read this policy together with our other website terms. This page is a plain-language summary of your rights and our process. It is not legal advice. Nothing in this policy limits, excludes or replaces the rights you have under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). These are called consumer guarantees, and they apply automatically to the products we sell, in addition to any voluntary warranty we may offer. We do not exclude, restrict or modify these guarantees, and nothing on this website should be read as trying to do so.

Among other things, the consumer guarantees mean that the goods we supply must:

  • be of acceptable quality, meaning safe, durable, free from defects, acceptable in appearance and finish, and doing all the things a tag of that kind is ordinarily used for;
  • match the description we gave, and match any sample or demonstration model;
  • be fit for any purpose we told you they were fit for, or any purpose you told us about before you bought; and
  • come with clear title, undisturbed possession, and no undisclosed securities over the goods.

You are entitled to a remedy if a product fails to meet a consumer guarantee. The remedy available to you depends on whether the failure is major or minor.

Major failure

A failure is major when, for example, the product has a problem that would have stopped you buying it had you known about it, is significantly different from its description, is substantially unfit for its ordinary purpose and cannot easily be fixed within a reasonable time, or is unsafe. Where there is a major failure, you choose the remedy: you can ask for a replacement or a refund, and you can also claim compensation for any other reasonably foreseeable loss or damage caused by the failure.

Minor failure

Where the failure is minor and can be fixed within a reasonable time, we may choose to repair the product, replace it, or give you a refund. If we choose to repair it and the repair takes an unreasonable amount of time, or the problem cannot be fixed, you can then ask for a replacement or a refund instead.

Your rights to these remedies apply for a reasonable time after purchase. What is reasonable depends on the nature of the product and what you could reasonably expect given the price paid and how the product is used.

Items that are faulty, damaged on arrival, or not as described

If your tag arrives faulty, is damaged when it reaches you, or is not what you ordered or was described, please contact us as set out below. Where possible, please tell us as soon as you notice the problem and, if it is safe to do so, keep the product and its packaging. For faults covered by the consumer guarantees, we cover the cost of return postage and, where a remedy is due, the cost of returning a repaired or replacement item to you. We may ask you to send photos so we can assess the issue quickly and, where appropriate, arrange a prepaid return label.

How to make a claim

To make a claim under the consumer guarantees or a warranty, or to arrange a return, please:

  1. Contact us at [CONTACT EMAIL] and describe the problem. Please include your order number and, where relevant, photos of the product and packaging.
  2. Provide proof of purchase. Your order confirmation or emailed receipt is enough. Orders placed through this website are recorded against your email address, so we can usually help even if you cannot find your receipt.
  3. Wait for our reply. We will respond within a reasonable time with the next steps, including a return address and, where we cover postage, how to return the item.

Please do not send anything back before contacting us, so we can confirm the right process and, where applicable, arrange prepaid return postage.

Change-of-mind returns

The consumer guarantees do not require us to give a refund or exchange if you simply change your mind, so any change-of-mind return we offer is a discretionary policy that sits alongside, and does not reduce, your ACL rights.

[PLACEHOLDER: Confirm whether change-of-mind returns are offered. If they are, state the time window to request a return (for example, within 30 days of delivery), the condition the item must be in (for example, unused, in its original packaging, and with the tag not yet activated or paired in the Collr app), and who pays return postage (for example, the customer pays return postage for change-of-mind returns). If change-of-mind returns are not offered, state that clearly here, noting that this does not affect the consumer guarantees above.]

Return process and return address

Once we have confirmed your return, please pack the item securely, include your order number or a copy of your proof of purchase, and send it to:

[PLACEHOLDER: Confirm the return address, for example a returns department name, street address, suburb, state and postcode. This may differ from the business address below.]

We recommend using a tracked postage service for any return, as we cannot process a return for an item we do not receive. For faults covered by the consumer guarantees, we will reimburse reasonable return postage costs or provide a prepaid label. Please keep your postage receipt.

How and when refunds are issued

Where a refund is due, we generally issue it to the original payment method used at checkout through our payment processor, Stripe. If you paid by card, Apple Pay or Google Pay, the refund normally goes back to that same card or account. If the original payment method is no longer available or cannot receive the refund, please contact us and we will arrange another reasonable method. Nothing in this section limits your right to a refund where one is due under the consumer guarantees.

We aim to process approved refunds within [PLACEHOLDER: confirm processing timeframe, for example 3 to 5 business days] of approving your claim or receiving your returned item. After we process a refund, it can take several additional business days for your bank or card provider to show the funds, and that timing is controlled by them, not by us. Where you paid the flat A$9.95 shipping fee, we will refund it as part of a full refund for a faulty order. For a change-of-mind return (if we offer one), shipping fees may not be refundable, subject to your rights under the consumer guarantees.

COLLR+ subscription

The optional COLLR+ subscription is a separate purchase billed through the Apple App Store or Google Play, not through this website. We cannot refund App Store or Google Play charges from here. Please request any subscription refund through Apple or Google using their refund process. Your consumer guarantee rights still apply to that purchase.

Voluntary manufacturer warranty

In addition to your rights under the Australian Consumer Law, we may offer a voluntary warranty against manufacturing defects. Any such warranty is a benefit given on top of the consumer guarantees and does not limit or replace them.

[PLACEHOLDER: Confirm whether a voluntary manufacturer warranty is offered and, if so, its length (for example, a 2 year warranty against manufacturing defects in materials and workmanship), what it covers and excludes (for example, it does not cover normal wear, scratches, loss, or damage from misuse), and how to claim. If no voluntary warranty is offered, state that only the consumer guarantees apply.]

A voluntary warranty typically does not cover ordinary wear and tear, cosmetic marks from everyday use, damage caused by misuse or accident, or loss of the tag. It also does not cover the accuracy of the information an owner chooses to display on the finder page, or whether a lost or missing pet is found, as recovery depends on a person finding the pet and choosing to scan the tag and make contact. The tag is not a GPS or location device, has no battery, and does not transmit location. It only shows information when a person physically finds the pet and scans or taps the tag with a phone. The tag and app are not a substitute for microchipping or council pet registration, which may be legally required where you live. None of this affects your consumer guarantee rights.

Contact us

For any question about a refund, return, warranty or your consumer guarantee rights, please contact us:

  • Email: [CONTACT EMAIL]
  • Business: [LEGAL ENTITY NAME], ABN [ABN]
  • Address: [BUSINESS ADDRESS]

You can find more information about your rights under the Australian Consumer Law, including the consumer guarantees, at the Australian Competition and Consumer Commission website, accc.gov.au.

This policy is governed by the laws of [GOVERNING STATE OR TERRITORY], Australia. We may update it from time to time, and the version in force is the one published on this website. Effective date: [EFFECTIVE DATE].