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Refund Policy

Return & Refund Policy

HappyHound Labs Pty Ltd
Effective Date: 29 November 2025

Thank you for shopping with HappyHound Labs and supporting the development of our KibbleFlux pet-feeding products. We want you and your pets to be completely satisfied. This Return & Refund Policy outlines your rights and our responsibilities under Australian Consumer Law (ACL), as well as our own 30-day return guarantee.

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1. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Competition and Consumer Act 2010 (Australian Consumer Law).

You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or overrides your ACL rights.

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2. Our 30-day satisfaction guarantee

In addition to your ACL rights, HappyHound Labs offers a 30-day return window, starting from the date you receive your product.

You may return your KibbleFlux product within the 30-day period if:

  • You are not satisfied with the product,

  • The product does not perform as expected, or

  • You have simply changed your mind.

To be eligible for a change-of-mind return:

  • The product must be in reasonable condition, with minimal signs of wear.

  • All included accessories must be returned.

  • You must provide proof of purchase.

We reserve the right to refuse a return if the item is heavily damaged due to misuse or neglect.

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3. Faulty or defective products

If your KibbleFlux product appears faulty, unsafe, not working as intended, or otherwise defective:

  1. Please contact us immediately at support@happyhoundlabs.com.au with:

    • Order number

    • A description of the issue

    • Photos or a video if possible

  2. We will assess the fault and provide next steps.

If the product has a major failure under ACL, you may choose:

  • A full refund, or

  • A replacement.

If the failure is minor, we will repair or replace the item within a reasonable time.

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4. Return process

To start a return, contact us at:

Email: happyhoundlabs@gmail.com

Once your return request is approved, we will provide:

  • A return authorisation number

  • The return address (Queensland, Australia)

  • Instructions for safe packaging

Do not send items back without authorisation, as this may delay processing.

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5. Return shipping costs

  • Faulty products: We cover return shipping costs.

  • Change-of-mind returns:

    • You are responsible for return postage.

    • A tracked shipping method is recommended; we are not responsible for items lost in transit.

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6. Refunds

Once we receive and inspect the returned item, we will notify you.

If approved:

  • Refunds are issued to your original payment method (e.g., credit card, PayPal, Afterpay).

  • Processing typically takes 3–10 business days, depending on your bank.

Shipping fees (if charged) are not refundable unless required under ACL.

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7. Exchanges

If you would like to exchange your item (for example, for a different model or colour), we are happy to assist within the 30-day window.

Exchanges can be processed once the original item is returned and inspected.

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8. Items not eligible for return

The following items may not be eligible for a change-of-mind return:

  • Clearance, “final sale,” or heavily discounted items

  • Products damaged due to misuse, modification, or neglect

  • Items returned without required accessories

  • Products returned after the 30-day change-of-mind period (unless faulty)

If in doubt, contact us—we aim to be fair and reasonable.

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9. Warranty

KibbleFlux products come with a 3-month manufacturer’s warranty, covering defects in materials or workmanship (separate from ACL rights).
Damage caused by misuse, accidents, modifications or unauthorised repairs is not covered.

Full warranty details can be provided upon request.

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10. Contact us

If you have any questions about returns, refunds or warranties, please reach out to us:

HappyHound Labs Pty Ltd
Email: happyhoundlabs@gmail.com
Address: 38 Ashwood Circuit, Birkdale, 4159, QLD

We’re here to ensure you have a smooth and positive experience.

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