Returns & Exchanges

Returns & Exchanges Policy

1. Introduction

This Returns and Exchanges Policy (Returns and Exchanges Policy) applies to all purchases made through NALZO The Label (www.nalzo.com.au). 

This Returns and Exchanges Policy is incorporated by reference into our Terms and Conditions (Terms) and any capitalised terms not defined in this Returns and Exchanges Policy are defined in the Terms. 

You agree to comply with all Terms when accessing or using our Services, including this Returns and Exchanges Policy.

2. Change of Mind

Change of mind requirements

We know returning an item can be disappointing so we've made the process as easy as possible. If you have changed your mind about an item, we may offer a store credit, provided that:

the request is made by emailing info@nalzo.com.au

1. the request is made within 14 days of purchase;
2. that shipping fees paid at time of purchase are non refundable. All postage costs are at the buyer’s expense;
3. that you provide satisfactory proof of purchase (upon request from NALZO);
4. the merchandise is in sellable condition (that is, the item is unworn or unused, unstained and unperfumed, contain no hair / fur and be clean and new with all original packaging or tags attached and where the products seal is not broken or tampered); and
5. the item is not an Excluded Goods as detailed below. 

Excluded Goods

Returns and exchanges will not be provided on the following types of merchandise, due to hygienic and custom made reasons, we do not accept returns for:

1. Hair Accessories; Hair Scrunchies and Hair Bows;
2. Handmade Accessories; Dog Bandanas;
3. Personalised Accessories

3. Returns and Refunds

NALZO The Label is unable to take responsibility for sizing issues for all handmade accessory items. Please carefully read the sizing guide for each specific product before placing your order. If in doubt, please email us with your dog's neck and chest measurements before purchasing.

If an item is to be returned, the return shipping cost will be at the customer’s expense.The cost of shipping is at the buyers expense. Customers returning items will be 100% store credit (We do not offer refunds unless faulty/defective). Merchandise must be returned within the 14 day of the order delivery date and meets all other returns criteria. 

4. Faulty/Defective Product

If an item is found to be defective or faulty, you will be required to email us at info@nalzo.com.au. In order to assist us in facilitating the returns process, you may be required to upload clear images of the damage, defect or fault for us to assess. Upon the initial preliminary assessment we may request that you provide further information in order to process your claim. 

If the product is confirmed to have a defect, we will provide you with a replacement, or a refund on the faulty item (at your election). We will require that you return the defective or faulty item to NALZO by post at our expense and we will contact you to provide further information regarding this process. In some circumstances, you may be instructed to dispose of the defective or faulty item in which case we will provide you with instructions to do so.

Please note that we may not be able to offer a replacement or exchange on some products if there is no longer stock available.

5. Returns Tender

Store Credits

• If you are to receive online store credit, we will reach out to you with the details via email. 
• Please allow up to 48 hours for store credit to be emailed to you from the date on which we receive your items.
• Store credits are valid for 12 months before expiry.
• Store credits are non-refundable.
• To use your store credits you will have the option in the checkout on the payment step where you will require to enter your store credit code.

Refunds

• If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.
• Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.

6. Amendment

This Policy may be amended from time to time by us, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check our current Terms and Conditions, before making any purchase. Our agents, employees and third parties do not have authority to amend this Policy or our Terms and Conditions.

7. Contact Us

If you have any enquiries regarding your return or our Returns and Exchanges Policy, please contact us. If there are any further issues, you may contact us through email at info@nalzo.com.au.