Refund policy

At MuVore Treats (“we”, “our”, “us”), we are committed to ensuring the quality, safety, and integrity of our products. This Returns and Refunds Policy (“Policy”) outlines your rights and our procedures regarding returns, replacements, and refunds.

This Policy applies to all purchases made via our website or authorised sales channels under the MuVore Treats brand. It operates in addition to, and does not limit, your rights under the Australian Consumer Law (ACL) as contained in the Competition and Consumer Act 2010 (Cth).

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Your Rights Under the Australian Consumer Law (ACL)

Under the ACL, consumers are entitled to a remedy if a product:

Is faulty, defective, or damaged;

Is not as described or does not match the sample or representation provided;

Is not of acceptable quality or fit for its intended purpose.

There is no fixed time limit under the ACL to seek a remedy for faulty or defective products. MuVore Treats will assess each claim individually.

Note: Nothing in this Policy limits or excludes any statutory consumer rights under the ACL.

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Change of Mind / Customer Choice

Due to the perishable nature of our products (pet treats and consumables), we do not accept returns or provide refunds for change of mind, including:

Ordering the wrong size, flavour, or type of product;

Ordering by mistake or due to preference change;

Realising your pet has a dietary restriction or allergy after purchase.

Pet Allergies or Dietary Restrictions
For health and safety reasons, we cannot accept returns or provide refunds if:

The product contains ingredients known by the customer to cause allergies or adverse reactions in their pet;

The customer purchased the product despite knowing their pet’s dietary restrictions;

The customer later discovers an allergy or intolerance after opening the product.

We strongly encourage customers to check ingredient lists carefully before purchase and contact us with any questions regarding allergens or dietary suitability.

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Faulty or Damaged Products

If your product arrives damaged, defective, or not as described:

Include in your email:

Full name and order number

Description of the issue

Photos or videos of the product and packaging (if applicable)

Depending on circumstances and in accordance with the ACL, we will provide:

Replacement;

Repair (if applicable); or

Full refund, including reasonable return postage costs.

Important: Products damaged due to misuse or incorrect handling by the customer are not eligible for return or refund.

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Reporting Timeframes

While there is no strict ACL-imposed deadline, we encourage reporting product issues within 14 days of delivery to ensure timely resolution.

For claims made after 14 days, we may request:

A brief explanation for the delay

Proof that the fault existed at the time of receipt

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Eligibility for Returns (Non-Fault Items)

To be eligible for a return (excluding faulty/damaged items):

Product must be unused, unopened, and in its original resalable condition

All packaging, labels, and accessories must be included

Proof of purchase must be provided

Product must not show signs of damage, wear, or alteration

Note: For consumable pet treats, opened or partially used products cannot be returned due to health and safety regulations.

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Return Authorisation Procedure

Before returning any item, you must obtain a Return Authorisation (RA) from our Customer Service team.

To request RA:

Email info@muvoretreats.com.au with:

Full name and order number

Description of the issue or reason for return

Photos or videos (if product is faulty or damaged)

Wait for our approval and instructions, including the return address and RA number

Note: Items returned without prior authorisation will not be accepted and will not qualify for a refund or replacement.

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Return Shipping Costs

Returns due to faulty, damaged, or incorrect items: MuVore Treats covers reasonable return shipping or provides a prepaid label

Returns accepted at our discretion for other reasons: return shipping costs are the customer’s responsibility

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Refunds

Refunds will:

Be processed after we receive and inspect the returned product

Be issued to the original payment method

Exclude original shipping fees, unless the return is due to fault or error by us

Refund processing typically occurs within 7–10 business days after approval.

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Non-Compliant Returns

We may refuse a return if:

No Return Authorisation was obtained

Product does not meet eligibility criteria

Product has been used, opened, or tampered with

Damage or fault is caused by misuse, neglect, or improper storage

Proof of purchase or evidence of fault is insufficient

Product was purchased despite known allergies or dietary restrictions in pets

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Examples / Common Scenarios

Faulty Product: Product arrived broken or spoiled – eligible for replacement or refund u

nder ACL.

Incorrect Item Shipped: Customer receives the wrong flavour or size – eligible for replacement or refund.

Change of Mind / Allergy: Customer buys a product containing chicken but their dog is allergic – not eligible for refund.

Misuse: Customer overfeeds or stores product incorrectly causing spoilage – not eligible for refund.

Reporting Delay: Fault reported after 20 days with evidence of fault – assessed individually, ACL rights apply.

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Exceptions

MuVore Treats may consider exceptions in special circumstances (e.g., gifts, goodwill gestures, or extenuating delays). Such exceptions do not set a precedent or waive any rights under this Policy or the ACL.

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Contact Information

For returns, refunds, or warranty inquiries:

MuVore Treats Customer Service
📧 Email: info@muvoretreats.com.au
🌐 Website: www.muvoretreats.com.au

Include your order number and any supporting documentation for faster processing.

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Governing Law

This Policy is governed by the laws of the Northern Territory, Australia.
All disputes arising under this Policy are subject to the exclusive jurisdiction of the courts of the Northern Territory and the Commonwealth of Australia.