Return Policy

Returns and refunds

We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, if an item is still in its original condition, we accept returns subject to the rules below.

Please note, all products marked as clearance are not eligible for return or refund.

If you return an item requesting a refund within 28 days of the item being delivered to you, we'll give you a full refund by way of the original payment method subject to the rules below.

We aim to commence your refund within 1 day of receiving the returned item. It may take a few days for your refund to show up in your account, depending on the merchant service providers or banks used.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch – but any refund will be at our discretion.

All returns are subject to our Returns Policy.

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return after that time, we may have to send it back to you and ask you to cover the delivery costs.

Your pet’s safety and all our customers’ safety are super important, so certain items can never be returned for refunds, including:

• Items your pet can eat or consume. Opened treat containers and unpackaged chews, bones, antlers, sticks and others. For example: pig ears, elk antlers, bully sticks, and others.
• Used dog and cat toys of all kinds. Anything your pet will handle or put in its mouth cannot be returned. Furthermore, Blackie’s Backyard does not warrant any toy. Any warranties are handled by the manufacturer of the toy so you must contact them only.
• Any item, at our discretion, that we determine could spread disease to another animal if we resale that item.

Original Condition

All returned items must be sent back to us clean and in their original condition together with the original packaging with all labels, brand tags, and security devices attached.

All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t let your dog wear or use it. When trying on items, please be careful with the item. Don’t use unnecessary force and don’t allow the item to become soiled or wet. Clean all dog hair from the item. Items that have been soiled or have dog hair on them will not be accepted for return.

If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

Faulty and Incorrect Items

You can make free returns for products that are faulty or where we have sent you a product that you did not order.

If your item is faulty, or we have sent you the wrong item, please contact us as soon as possible so we can find a remedy for you. Please provide a photo of the faulty/wrong item and expect to return it to us. We will be happy to send a replacement if one is available. If not, we will refund your money for that item.

Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault will not be refunded.

PLEASE NOTE: If you tell us the item is not what you ordered or that it is faulty, but we determine upon receipt that the item is the correct item you ordered or does not, in fact, have a fault (as applicable), we reserve the right to deduct the actual shipping and handling costs that we paid for your return or $8, which ever amount is higher.

Suspicious Activity

If we suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend your account and any associated accounts.

Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities - much, much more than even the most loyal Blackie’s Backyard customer would order; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but using them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” below); or items are returned that are worn/used and do not correspond to the original order.

If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse.

When we may withhold issuing a refund

We will refuse a return:

• on grounds of it needing to be resaleable (see “ Original Condition” above); or
• if an item has been damaged, soiled, washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see 'Original Condition' above); or
• if the item(s) returned to us do not match what you have received; or
• if you have returned items after expiry of the returns period (see “Returns and Refunds” above).

If we refuse a return for any of these reasons, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.

In certain cases, for example, where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to block your account and any associated accounts.  

If any of the above happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to