Warranty Against Defects
Performance K9 Pty Ltd ABN 69 658 085 413
0421 444 997
PO Box 513, Samford Qld 4520
info@shepherdaustralia.com
Warranty Against Defects
This document applies to all products sold by Performance K9 Pty Ltd, except as noted in sections 1.2 and 2 below.
Disclaimer
Your participation in dog training, recreation, or tactical activities of any kind, and your preparation for such activities is your sole responsibility.
Unless clearly and unambiguously labelled otherwise, each of our Products is NOT A SAFETY DEVICE and is not designed for lifting or hoisting any person or animal, and is designed only to fulfil a limited purpose. YOU MUST TAKE ALL NECESSARY STEPS TO USE YOUR Product SAFELY, including reading all use and care instructions. If you have any doubts about the safe use of a Product, we recommend that you take all necessary training and guidance.
Our Product has parts which may wear over time, and are designed to wear in preference to other parts of the Product, or other Products. Examples include but are not limited to replaceable liners and wear pads (where included) or those subjected to high loadings, abrasion or rubbing. These parts are not covered by the warranty below, as they are consumables and their lifespan will vary with your use of the Product. You are responsible for inspecting and replacing any components and consumables that become worn or damaged through use.
Consumables and spare parts are available from us, and if you require replacement parts, please visit our website at https://shepherdaustralia.com, and if you cannot find what you need then contact us.
PRIOR TO EACH USE you should inspect the Product for wear and other damage, and ensure that any hook and look fasteners (such as Velcro) are clean and not contaminated with dog hair, which may prevent the fastener from working as intended. The Product should also be kept dry to avoid the dog's skin remaining wet for extended periods.
What is not covered under this warranty
Use of modified or third party components with the Product may be UNSAFE, and will void the warranty.
Where the Product is subject to misuse related occurrences, including but not limited to the following:
Burning, melting, or other damage caused by heat or flame;
Overloading due to loading or filling the Product other than described in the instructions;
Overloading products with a stated load capacity;
Cutting, punching holes, “roughing”, “keying”, making amendments or alterations to, or applying third party products, substances, or treatments to a Product or any part of it (this does not apply where we direct you to do so in writing);
Stretching, fraying, melting, or welding from being overloaded, or subjected to friction;
Grinding, abrading, cutting, scouring, coating, lubricating, cleaning with anything other than mild soapy water (other than as directed), heating (other than as directed), or polishing any metal Product or any part of it;
Painting, using lubricants, or applying other chemicals to the Product other than expressly described in the instructions;
Inappropriate cleaning or rinsing, such as use of harsh chemicals, steam, or high pressure cleaning devices;
Where the Product is subject to normal wear and tear, including but not limited to:
Abrasion from contact with the ground, the environment, straps, belts, cords, and the attachment of devices, tools, equipment, or other accessories to the Product;
Engrained dirt, oil, and other contaminants;
Discolouration;
Fading;
Pilling;
Where the instructions for use are not followed, and this has caused damage or failure of the product.
Warranty Statement
Australian Consumer Law
If you purchase our Product in Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Returns & Change of Mind
We offer a 30-day return window from the date of delivery.
If you wish to return a product for change of mind, the item must be unused, in original condition, and in original packaging.
Approved returns are subject to a 15% restocking fee. Original shipping costs are non-refundable.
International customers are responsible for all return shipping costs, customs duties, and any import charges associated with returning the product.
If a shipment is refused due to unpaid customs charges, any return shipping fees, customs charges, or carrier handling fees incurred will be deducted from the refund.
Warranty against defects
In addition to your rights under the Australian Consumer Law, we warrant the Product against defects for a period of 12 months from the date of purchase (“Warranty Period”). This warranty does not apply to consumables.
If our Product is defective and is returned to us by the original purchaser in accordance with the Claim Procedure during the Warranty Period, we will at our discretion replace or repair the defective Product.
Claim Procedure
To be eligible to make a warranty claim, you must:
be the original purchaser of the Product (or have received the Product new from the original purchaser); and
have proof of purchase of the Product (such as a receipt or invoice) from the seller.
You must fill out our warranty claim form on our website, and supply all required details, in order to obtain your Warranty Return Number. The warranty claim form sets out the information that we will need to determine how we should respond to your claim.
Upon issue of your Warranty Return Number, we will provide you with instructions on how to return the Product to us. We may require that you send the Product to us by registered post and ensure that the product is packed to prevent damage occurring during transit.
The Product is at your risk until we receive it at our designated service centre, and we have no responsibility for the product being lost or damaged in transit.
Warranty terms and limitations
If you return a faulty Product to us within the Warranty Period in accordance with the Claim Procedure, then we will pay your reasonable costs of returning the Product to us, and pay the return shipping costs.
If you send us a Product with a claim for a fault or defect, and we determine that the Product is not faulty or defective, you are liable to pay for any return shipping costs. If you do not pay such costs, after 3 months we may treat the Product as abandoned and dispose of it at our discretion. You consent to us sending you notices by email to the address you provide to us when you request the Warranty Return Number.
Use of modified or third party components, or making any modifications to the Product (including painting any component of it) will void the warranty.
We may require that you provide us with certain information to process your warranty claim, including without limitation photos of damage to the product, an explanation of how the damage occurred, and the terrain or conditions the product was being used in. You agree that we may use this information for assessing your warranty claim, and for future development of our products.
Information
If you require any further information, or direction in relation to the disclaimer or warranty set out above please contact us by:
Email at info@shepherdaustralia.com
Phone by calling 0421 444 997