Refund policy

You have the right to ask for a repair, replacement or refund under the Australian Consumer Law consumer guarantees.

No pet treat is 100% risk free..

While incidence with our pet treats is extremely rare, we do not claim our treats are 100% risk-free. While our bone products are not cooked and have not calcified like a cooked bone has, just like a raw bone they can still present a small potential hazard. Some treats may present a small choking hazard just like food can to humans. We recommend monitoring your dog when eating treats and understand their eating habits and choosing treats accordingly.

You agree when purchasing our treats that you do so understanding this minimal risk of feeding them to your dog and do not hold Farmer Pete’s responsible or accountable for your decision to feed your pet our treats.

Shipping

We ship orders using a variety of third-party couriers on your behalf. While we aim to provide typical shipping timeframes, delivery times are not guaranteed and may vary. We are unable to offer refunds or returns at our expense if delivery does not meet your expectations due to courier delays. By placing an order, you agree to allow the courier a reasonable amount of time to investigate and resolve any delivery issues.

If an order is confirmed as lost in transit due to courier error, we will provide a replacement at no additional cost. However, we are not responsible for orders marked as delivered when no signature was required and delivery has been confirmed by the courier with proof.

Please also see our general shipping terms and conditions here which are part of our terms and conditions.

Our Additional refund, replacement, credit and return policy

In addition to your general rights, we further guarantee the quality of our products for 6-8 months from purchase date when kept sealed and out of direct sunlight with an average temperature below 22C – such as your kitchen cupboard for example. All of our products have a 6 month ‘Best Before’ after the purchase date.

You must notify us within 25 days of Shipment date if you have not received your order. After this time, we do not guarantee we will be able to trace your order. Refunding or re-sending your order after this time will be at our discretion and will generally depend on the outcome of the courier’s investigation and if we can make a successful claim.

You must notify us within 7 days of receiving your order if you believe there is an issue with your order such as a missing or incorrect item.

In the extremely unusual situation that we have made a mistake with your order or there is a quality issue with a product we will fully refund, credit or replace the item(s) at our cost, including all shipping costs*

For refunds or replacements, you must provide proof of any issues such as pictures and have the item(s) available for us to have returned at our discretion. If you cannot provide proof of an issue or destroy/throw them away so that we cannot have proof of the issue or be able to have the item(s) returned at our cost for inspection, then no refund or replacement can occur.

Please note many of our products are hard and pointed such as bone and perforations in bags may occur. This will not affect the life of the product and you accept perforations may occur.

Bugs

Ants love our natural products and while we guarantee they are shipped ant-free, ants can get in when left on a doorstep or at your home. We do not give returns and refunds due to ants unless it 100% happened in transit. This will require it to be reported immediately after receiving and it was signed for. We cannot support refunds for ants if the items was left in a place in accordance to your instructions. Ants are not poisonous and generally, they run off once disturbed. You can also snap freeze the bag and then shake them to the bottom and remove. We recommend using an ant spray where you keep your dog treats and also where the postman might leave the treats such as your front doorstep.

Other bugs such as the flying Hide Beetle love our natural products. They have a great sense of smell and can fly into your home and even given time eat through thin plastic or get through perforations in the bags made by pointed treats. They lay eggs which hatch in a few days and pupae (furry little dark things!) grow and shed skins before completing the cycle to a beetle in as little as 35 days. It’s important to always keep your product air tight sealed and ideally not in an open location. Check your products often. Deep freezing product for 36 hrs will kill off these beetles and any eggs. We are unable to support hide beetle issues after 25 days from dispatch as if it happened before shipment, it would be very noticeable by this time. 

Any treats delivered from our warehouse which do not show any signs of bugs between 10 and 25 days of delivery were not infected at our warehouse. Any treats you find with bugs after 25 days from delivery will need to be treated as described above.

We do not offer a credit on products that are affected by Hide Beetles after 25 days of dispatch.

Returns

Our warehouse address is 3 Little Tamban Rd Eungai Creek NSW 2441. For returns under our guarantee or due to a mistake on our part, at our cost it will either need to be returned to an Australia Post outlet or we will arrange a time with you for a courier to collect it from you, whichever we decide as it will depend on your location and the method used to ship the original order to you.

Refund Times

All refund and credits will be completed within 7 days of agreement of the amount and us receiving the returned product. It might take a few days longer to receive your refund depending on how you paid (ie PayPal can take 3-7 days to process refunds). When applicable, replacements will be shipped within 5 working days of receiving the item(s) to replace.

For all order issues, refunds, returns, credits and questions, please contact us at hello@farmerpetes.com.au and please specify your order number.

Errors

Farmer Pete Treats reserve the right to provide you with a full refund or credit for your order in the case of a genuine error caused by any of our IT systems and website, or by our team members or 3rd parties.