Refund policy
Last updated: 20 March 2025
At Flour & Fur, we take great care in crafting and packaging high-quality dog treats for your furry friends. Due to the nature of our products, we are unable to offer refunds or returns for change of mind.
Australian Consumer Law (ACL) Compliance
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your order is faulty, not as described, or does not meet acceptable quality standards, please contact us at hello@flourandfur.com.au within a reasonable timeframe after receiving your order. We will assess the issue and provide a resolution in accordance with Australian Consumer Law, which may include a replacement, or refund if required by law.
If a return is required for assessment, we will provide instructions. In cases where a refund or replacement is approved, we may cover return shipping costs at our discretion.
Damaged or Incorrect Orders
We ensure all orders are carefully packed and clearly labeled as fragile to minimise the risk of damage during transit. However, once dispatched, we have limited control over the handling of your package.
If you receive an incorrect or significantly damaged item, please contact us within 7 days of delivery at hello@flourandfur.com.au with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We will assess the situation and work towards a fair resolution, which may include a replacement or store credit at our discretion. Please note that we do not provide refunds for transit-related damage.
Once we receive your claim, we aim to review and respond within 3–5 business days. If a resolution such as a replacement or store credit is approved, we will process it within 7 business days.
Cancellations
Orders cannot be cancelled once they have been processed or shipped. If you need to make changes to your order, please contact us as soon as possible, and we will do our best to accommodate your request.
Custom Orders
For any custom or made-to-order products, cancellations must be made at least 1 week prior to the agreed shipping date. If production has already started, we are unable to offer a refund. Please contact us as soon as possible if you need assistance with a custom order.
Storage Responsibility
Our treats are made with natural ingredients. To maintain freshness, please store them in a cool, dry place as instructed on the packaging. We do not accept responsibility for products that spoil due to improper storage after delivery.
Allergies & Dietary Sensitivities
While our treats are made with high-quality ingredients, every pet is unique, and some may have food sensitivities or allergies. We encourage you to check the ingredient list before purchasing. Flour & Fur is not responsible for any adverse reactions due to dietary sensitivities.
Lost or Stolen Packages
Once an order has been marked as ‘Delivered’ by the courier, we are unable to take responsibility for lost or stolen packages. If your package is missing, please check with your local postal service or delivery provider for assistance.
Incorrect Address Disclaimer
Customers are responsible for ensuring that their shipping details are accurate. We cannot offer refunds or replacements for orders that are delayed, lost, or delivered to an incorrect address due to customer error.
Force Majeure Clause
Flour & Fur is not responsible for delays or issues caused by factors beyond our control, including but not limited to natural disasters, courier disruptions, or other unforeseen events. In such cases, we will do our best to assist but cannot guarantee refunds or replacements.
Product Quality
We are committed to providing high-quality, natural dog treats. If you have any concerns about your order, please reach out—we value your feedback and are happy to assist where possible.
Thank you for supporting Flour & Fur! If you have any questions, feel free to contact us at hello@flourandfur.com.au.