Refund policy

At Arlo’s Choice Treats, we want you and your fur babies to be happy with your purchase. This Refund & Return Policy outlines your rights and the conditions relating to returns, exchanges, refunds, and damaged items in accordance with Australian Consumer Law.

By purchasing from Arlo’s Choice Treats, you agree to the terms outlined below.

1. Change of Mind Returns

Due to the nature of pet food and consumable products, Arlo’s Choice Treats does not generally accept returns or provide refunds for change of mind purchases.

However, requests may be considered at the Company’s discretion if:

  • The product is unopened, unused, and sealed in its original packaging;
  • The return request is made within 14 days of delivery; and
  • Proof of purchase is provided.

Approved returns must be returned in saleable condition.

Customers are responsible for return shipping costs unless otherwise required under Australian Consumer Law.

2. Damaged, Incorrect, or Faulty Orders

Customers are required to inspect their order upon delivery.

If an item arrives:

  • Damaged,
  • Faulty,
  • Contaminated,
  • Incorrect, or
  • Not as ordered,

please contact Arlo’s Choice Treats as soon as possible at:

📧 info@arloschoicetreat.com

To assist with the assessment process, customers may be asked to provide:

  • Order details,
  • Proof of purchase,
  • Clear photographs of the product and packaging,
  • A description of the issue.

Where required under Australian Consumer Law, the Company may offer:

  • A replacement product,
  • Store credit,
  • Refund, or
  • Other appropriate remedy.

3. Return Eligibility

To be eligible for a return where approved:

  • The item must remain unopened and unused;
  • The product must be returned in its original packaging;
  • Proof of purchase must be provided;
  • The return request must first be approved by Arlo’s Choice Treats prior to sending any items back.

Returns sent without prior approval may not be accepted.

4. Return Process

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants) and custom products (such as special orders or personalized items).  Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

To request a return, exchange, or refund, please contact:

📧 info@arloschoicetreat.com

If the return request is approved, customers will receive:

  • Return instructions,
  • The appropriate return address,
  • Further information regarding the return process.

Customers must not send products back without prior written confirmation from the Company.

5. Exchanges

If you wish to exchange a product, please contact us first to discuss available options.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Additional shipping fees may apply.

6. Refunds

Approved refunds will be processed to the original payment method used at checkout.

Refund processing times may vary depending on:

  • Payment provider processing times,
  • Financial institutions,
  • Banking delays.

Please allow up to 10 business days for approved refunds to appear in your account after processing.

If more than 15 business days have passed since your refund was approved, please contact:

📧 info@arloschoicetreat.com

7. Australian Consumer Law

Nothing in this Refund & Return Policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

Under Australian Consumer Law, customers may be entitled to a replacement, repair, or refund for products that:

  • Are faulty,
  • Unsafe,
  • Not fit for purpose,
  • Significantly different from their description, or
  • Do not meet consumer guarantees.

8. Contact Information

For enquiries relating to returns, exchanges, or refunds, please contact:

Arlo’s Choice Treats
📍 120 Eastern Valley Way, Belconnen ACT 2617, Australia
📧 info@arloschoicetreat.com

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@arloschoicetreat.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@arloschoicetreat.com.