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PLEASE NOTE:

Return Requests will ONLY be accepted via email, fax or post
!
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Please DO NOT telephone us with a return request, as we are unable to issue an RMA (Return Merchandise Authorisation) code to you via telephone. We are only able to assist with return requests via email, fax or post, as this ensures a written record of the return process for all parties.

Important Notes/Conditions for All Returns - PLEASE READ!

 
     
 
 
     
 

Instructions for Returning Your Item:

Return of Defective or Faulty Items

Return of Training Items - Assistance Programme (Excluding ABS Citronella Products)

Return of ABS Citronella Products

Return of "Change of Mind" or "Not Suitable" Items

Sale Items

Order Cancellation

International Returns

 
   
 
 
     
 

Return of Defective Items:

Any product that has been used according to the intention and specifications stipulated by the manufacturer and has subsequently found to be defective will be replaced, repaired or refunded by Critter Cottage, if returned within 14 (fourteen) calendar days of the original invoice date.

Items damaged by your or your pet:
Please note that we are unable to refund, repair or exchange items which either you or your pet have damaged through incorrect installation, mis-use, unintended use of the product, or have intentionally or maliciously damaged. We may offer to repair such damaged items for a fee. Please note that under these conditions, the cost of having the item returned to you will be at your own cost.

Please contact Critter Cottage via email at customercare@crittercottage.com.au to request a Return Merchandise Authorisation (RMA) Code. Please return your defective item to us in its original and undamaged packaging, along with a copy of your original receipt with the RMA code written on it, and all accessories, manuals, videos, or documentation, etc, that accompanied your purchase.

We will examine the goods for defects and replace, exchange or refund defective items as applicable.

Refunds will be issued as follows:-

Credit card payments will be refunded to the credit card used to purchase the item.
Payments made via Money Order, Bank Cheque or Direct Deposit will be refunded via company cheque.

If a product is deemed to be faulty after the 14 day return period, normal warranty conditions as applicable for that product will apply. It is the customer's responsibility to incur all costs and to follow warranty instructions as stated on the product warranty card as specified by the manufacturer. Critter Cottage will endeavour to assist with warranty claims as required.

STEPS FOR YOU TO TAKE:-

  1. Contact Critter Cottage via Email at customercare@crittercottage.com.au to advise of the problem - please include your original invoice number and date of purchase in your email. We will issue you will a Return Merchandise Authorisation (RMA) code.
  2. Please package the item securely, along with all product packaging, accessories, documentation, etc, that accompanied your original purchase. Include a copy of your original invoice and write the RMA code on the invoice copy you return to us.
  3. Post the item, via the most economical postage method available, back to us. As we cannot replace or refund returns not received by us, we recommend registered post for parcels with contents over $50 value.
  4. When the item has been received (within 14 days of the original invoice date), Critter Cottage will examine for defects and will post a replacement product to you. If a replacement product is not available, you will be issued with a refund.

Please note that returns will not be accepted if the above conditions (and any specific product conditions that apply) have not been met.

Unfortunately, for hygiene and safety reasons, we are unable to accept returns of Pee Posts, Dog Waste Disposal Products, Dog Toilets or Cat Toilet Training Kits.

 
   
 
 
     
 

Return of Training Items - Assistance Program:

As training can be a very difficult area of pet ownership to master and all dogs (and their owners!) are not created equal, it is unfortunately impossible to guarantee that all dog training products will be effective on all dogs.

Any training aid will require input from you, the owner, and will take time and effort to achieve desired results. Dogs are individuals just like people, and one method of learning or training may not work for all dogs.

Most dogs will respond far more effectively to praise and reward than punishment and shouting. Please bear in mind that your dog loves you and is more than willing to do what is asked of him - he just needs your input to UNDERSTAND what is being asked of him. Dogs don't speak English and no dog is born knowing what the word "sit" (for instance) means, you have to SHOW him what the word sit means, and put time and effort into training him until he has mastered the command.

Our training aids will require various degrees of training input from you and all items will come with some training instructions. We understand that training your dog can be frustrating, as much for you as for your dog. We're here to help! We are by no means dog training experts, but after a lifetime of owning pets we have had a reasonable amount of experience with dog training, and are constantly reading up and learning more on the subject.

Therefore, we have developed our assistance programme for our training products. We want you to be successful in using our products and training your dog, and therefore will do all we can to assist in your success.

If you are having problems with training your dog using a training aid purchased from Critter Cottage, we ask that you first contact us, via email, to request assistance. We will consult with you to ascertain that you have been following the manufacturer's directions correctly and will offer further training guidance as applicable.

After consulting with you, should it be determined that the product may not be suitable for your particular dog, we will exchange the item within 14 (fourteen) calendar days of the original invoice date, less a restocking fee of 15%, for a credit note valid for 60 days. Please note original and return postage costs are non-refundable and the item must be in its original undamaged condition and original and undamaged packaging, complete with all accessories, videos and documentation as per the original purchase.

Unfortunately, for hygiene and safety reasons, we are unable to accept returns of Pee Posts, Dog Waste Disposal Products, Dog Toilets or Cat Toilet Training Kits.

STEPS FOR YOU TO TAKE:-

  1. Contact Critter Cottage via Email at customercare@crittercottage.com.au to advise of the problem - please include your original invoice number, invoice date and a contact telephone number in your email. We will contact you either via email or telephone to discuss your situation and see what steps may be taken to ensure your success with the training product.
  2. If, after consultation with Critter Cottage, we deem the product may not be suitable for your particular dog, you will be issued with a Return Merchandise Authorisation (RMA) code. Please package the item securely, along with all the product packaging, accessories, documentation, etc, that accompanied your original purchase. Include a copy of your original invoice and write the RMA code on the invoice copy.
  3. Post the item back to us (at your own cost). As we cannot replace or refund returns not received by us, we recommend registered post for parcels with contents over $50 value.
  4. When the item has been received (within 14 calendar days of the original invoice date), Critter Cottage will issue you with a 60-day credit note to the value of your original purchase, less a restocking fee of 15%. (original and return postage costs are not refundable).

PLEASE NOTE that returns will not be accepted if the applicable return conditions (and any specific product conditions that apply) have not been met. (Please see important return notes/conditions below)

   
 
 
     
 

Return of ABS Citronella Products - 10 Day Trial Program:

All ABS (Animal Behaviour Systems) products are covered by a 10 day trial period unless stated otherwise.

If you are experiencing a problem with your ABS product, in the first instance you should contact ABS directly on 03 9360 9382. The highly trained staff at ABS will be able to address your concerns and determine if there is anything that can be done to rectify the problem you may be experiencing.

IMPORTANT NOTE:

Please DO NOT return any consumables such as used or un-used citronella cans, batteries or used wire to either Critter Cottage or ABS. These are non-refundable items. Additionally, it is illegal to post some of these items without prior approval by Australia Post; you may risk prosecution by doing so.

All returns are at the cost and risk of the customer and should be sent directly to ABS at the following address:

Animal Behaviour Systems
PO Box 4438
Hoppers Crossing Vic 3029

Your system should be accompanied by a copy of your invoice from Critter Cottage and a written explanation as to why you are returning the product.

It is important that the system be returned in its original condition, including all undamaged packaging material, and excluding any consumables such as citronella refills (either used or unused), batteries, and used wire.

DO NOT return any consumables such as used or un-used citronella cans or batteries to either Critter Cottage or Animal Behaviour Systems! These are non-refundable items. It may be illegal to post some of these items without prior approval by Australia Post; you may risk prosecution by doing so.

A deduction to your refund amount will be made for consumables, and further deductions may be made at the discretion of ABS should items be missing, or the product or packaging has been damaged. Following evaluation at ABS, your refund will be issued by Critter Cottage, less a re-stocking fee of 5% or $15 (whichever is the lesser amount), plus any deductions for consumables or damage as outlined above. This process may take up to two weeks; the refund will be made to the credit card originally used for your purchase, or via company cheque for bank deposit or money order payments. You will be informed by email of the refund amount.

If you decide to have your system returned back to you, ABS may charge a postal fee at their discretion.

PLEASE DO NOT RETURN ANY ABS PRODUCTS TO CRITTER COTTAGE!

We do not have the expertise to evaluate your system and the refund process will be delayed as your system must be sent to Animal Behaviour Systems.

STEPS FOR YOU TO TAKE:-

  1. Contact Animal Behaviour Systems by telephone on (03) 9360 9382 to advise of the problem - ABS will endeavour to rectify any problems you may be experiencing.
  2. If, after consultation with ABS, they deem the product may not be suitable for your particular dog, please package the item securely, along with all the product packaging, accessories, documentation, etc (excluding any consumables such as Citronella cans, batteries or used wire), that accompanied your original purchase. Include a copy of your original invoice and post to:

    Animal Behaviour Systems
    PO Box 4438
    Hoppers Crossing Vic 3029
  3. ABS will evaluate your system and make deductions for consumables and any damage at their discretion. Critter Cottage will be informed of the refund amount and will refund this amount directly back to you.

PLEASE NOTE that returns will not be accepted if the applicable return conditions (and any specific product conditions that apply) have not been met. (Please see important return notes/conditions below)

 
   
 
 
     
 

Return of "Change of Mind" or "Not Suitable" Items:

In the event that you have changed your mind about a product, Critter Cottage will exchange any new and unused product within 14 (fourteen) calendar days of the invoice date, less a 15% restocking fee, for a 60-day credit note. Conditions apply as follows:-

Original and return shipping charges are non-refundable and items must be returned in their original and undamaged packaging in new, unused and re-saleable condition at the customer's expense. A 15% restocking fee will be deducted from the original purchase price and the balance will constitute the value of your credit note.

Critter Cottage reserves the right to refuse return if the returned item is not received in new, unopened and resaleable conditon, complete with all accessories, documentation, videos, etc, as originally accompanying your purchase. It is the customer's responsibility to ensure returns are safely and securely packaged to ensure they are not damaged in return transit. Registered post is recommended. Used or incomplete items or items damaged in return transit will not be accepted for credit. Please note that unacceptable returns will only be sent back to the customer at the customer's request and cost.

Contact Critter Cottage via email (customercare@crittercottage.com.au) with a brief explanation. Critter Cottage will issue you with a Return Merchandise Authorisation code (RMA). Then return your item to us with your original receipt and RMA code. Please note we are unable to accept any items for return that have had their original packaging damaged, are incomplete, or that have been damaged in return transit.

STEPS FOR YOU TO TAKE:-

  1. Contact Critter Cottage via Email at customercare@crittercottage.com.au to advise of the problem - please include your original invoice number and date of purchase in your email. We will issue you will a Return Merchandise Authorisation (RMA) code.
  2. Please package the item securely, along with all product packaging, accessories, documentation, etc, that accompanied your original purchase. Your return item must be in original, undamaged and resaleable condition. Include a copy of your original invoice and write the RMA code on the invoice copy you return to us.
  3. Post the item, via registered post, back to us. Please note return shipping costs are at your own expense.
  4. When the item has been received (within 14 days of the original invoice date), Critter Cottage will examine your return item to ensure it is in unused and resaleable condition, and will then issue your credit note, which will constitute the value of the original item, less a 15% restocking fee. Original and return postage costs are not refundable.

Unfortunately, for hygiene and safety reasons, we are unable to accept returns of Pee Posts, Dog Waste Disposal Products, Dog Toilets or Cat Toilet Training Kits.

PLEASE NOTE that returns will not be accepted if the applicable return conditions (and any specific product conditions that apply) have not been met. (Please see important return notes/conditions below)

 
   
 
 
 

Return of Sale Items:

Unless proven defective or damaged where not described as defective or damaged, we regret we are unable to accept the return of sale items.

 
   
 
 
 

Order Cancellation:

All orders are automatically processed via our secure payment gateway server. As we incur irreversible fees and administration costs during this process, while we understand that orders may sometimes need to be changed or cancelled, we are unfortunately unable to do so free of charge once your payment has been processed. We strictly adhere to the following cancellation policy:

  • If you cancel your order BEFORE it has been shipped, a cancellation fee of $7.00, or 6.5% of the total order value (whichever is the greater) is applicable and will be deducted prior to credit.
  • Once your order has been dispatched we regret it is unable to be cancelled and a subsequent return will be subject to applicable re-stocking/administration fees as outlined in the returns section above.
  • Orders which are REFUSED AT DELIVERY will be treated as a "Change of Mind" return and are subject to all applicable re-stocking/administration fees as outlined above. Postage costs are not refundable and any costs of return to us will also be deducted from the return credit.

Should you need to cancel or amend your order, it is important you contact us as soon as possible, as any delay may result in a dispatched order which is unable to be cancelled or changed and will require you to return the order to us at your own expense.

 
   
 
 
 

International Returns:

We regret that, due to Australia's very strict import and quarantine laws, we are unable to accept returns of international orders.

 
   
 
 
     
 

Important Notes for All Returns:

Refunds and exchanges apply only to products purchased directly from Critter Cottage. Any refunds or warranties mentioned in the description for any individual product on this website will supersede the Refunds and Exchanges Policy where applicable. Additonally, any specialised Manufacturer's Guarantee or Warranty will supersede the Refunds and Exchanges Policy, and in some cases returns and repairs may have to be arranged directly with the Manufacturer.

Please note that returns will not be accepted if these conditions (and any specific product conditions that apply) have not been met.

All products to be returned MUST be in their original and undamaged packaging with all accompanying documentation/accessories, and be returned within 14 (fourteen) calendar days of issue of your RMA (Return Merchandise Authorisation) code. Please enclose a copy of your original invoice with the RMA code marked on it, and a note explaining the reason for your return. Return shipping is at your own cost - we recommend registered post for parcels with contents over $50 value, as we are unable to refund, replace or credit returns not received by us.

Please note that returns will not be accepted, and Critter Cottage reserves the right to withhold credit funds, or to refuse refund, if the conditions (and any specific product conditions that apply) have not been met.

We reserve the right to make a deduction to your refund amount for any damage sustained to either the returned product or its packaging, accompanying documentation, or accessories, whether or not this damage has been caused by yourself during use of the product or during return transit to us.

If the product returned by you is damaged to the point it is deemed unsaleable, we reserve the right to refuse to refund. Cost of returning the product back to you is at your own expense and the product will be held until your return postage payment has been received. Items that have been refused refund will be held for a period of three months pending your payment for return postage, before being deemed abandoned and then subsequently disposed of.

Unfortunately, for hygiene and safety reasons, we are unable to accept returns of Pee Posts, Dog Waste Disposal Products, Dog Toilets, Digester, or Cat Toilet Training Kits.

Amaton International Pty Ltd
ABNL 40 103 070 355

CRITTER COTTAGE
BN19538893