Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at bitesernies@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at bitesernies@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at bitesernies@gmail.com.

At Ernie’s Bites, we take great pride in the quality of our treats. Our policy is designed to comply with the Australian Consumer Law (ACL) while ensuring the health and safety of all our furry customers.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at bitesernies@gmail.com. Please note that returns will need to be sent to the following address: PO Box 105, Lauderdale, TAS, 7021.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at bitesernies@gmail.com.

Change of Mind

Please choose carefully. Due to the perishable nature of our products and strict health and safety regulations, we do not offer refunds, exchanges, or credits for change of mind. This includes:

Incorrect selection or ordering the wrong product.
Finding the product cheaper elsewhere.
Your pet not liking the flavor (unless covered by a specific "Palatability Guarantee" if you choose to offer one).
Deciding you no longer have a use for the product.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Shipping Costs

Faulty Items: If a product is confirmed to be faulty, Ernie’s Bites will cover the cost of return shipping or provide a pre-paid label.
Incorrect Address: We are not responsible for orders lost due to an incorrect shipping address provided at checkout. Re-shipping fees will apply if the order is returned to us.