PetLegacy Refund & Returns Policy (Australia)

Last Updated: February 2026

PetLegacy creates custom memorial products (NFC tags) with included digital photo gallery hosting. This policy explains your rights regarding refunds and returns under Australian Consumer Law.

1. Your Consumer Rights (Australia)

Under Australian Consumer Law (ACL), you have rights if products:

• Have a major failure (significant problem)
• Are faulty or defective
• Don't match the description
• Are not fit for purpose
• Are not of acceptable quality
• Don't match the sample or demonstration model

Consumer Guarantees

These guarantees automatically apply and cannot be excluded for personal purchases under $100,000.

Major vs Minor Failures

• Major failure: Entitles you to refund or replacement
• Minor failure: We can choose to repair, replace, or refund

2. Cancellation Before Manufacturing

Online Orders (Before NFC Encoding Begins)

You may cancel for a full refund if:

• Your order has been placed but NFC encoding has not yet started
• Typically within 24 hours of order placement (business days)
• Digital hosting has not been activated

To Cancel:

• Email: cancellations@petlegacy.au with your order number
• Subject: "Cancellation Request - Order [NUMBER]"
• We will confirm if manufacturing has begun

Full refund includes:

• ✓ Product cost
• ✓ Shipping fees
• ✓ Digital hosting fees

Refund processed within 5-10 business days to your original payment method.

3. After Manufacturing Begins

No Refunds for Change of Mind

Once preparation begins on your custom memorial tag, we cannot offer refunds for:

• Change of mind
• Incorrect information you provided (name spelling, dates, etc.)
• Deciding you don't want the product

Why: Your memorial tag is custom-prepared with your specific details. Once encoded, the NFC chip is permanently locked and cannot be rewritten or reused.

Note: This does not affect your rights for faulty products or consumer guarantee failures.

4. Faulty or Defective Products

We stand behind the quality of our products. You are entitled to a remedy if:

Major Failures

• Product is significantly unfit for purpose
• Product is significantly different from description
• Product is unsafe
• Would not have purchased if you knew of the problem

Examples:

• NFC encoding is completely non-functional
• NFC tag doesn't function at all
• Tag arrives severely damaged or broken
• Wrong product entirely (e.g. wrong species or order mix-up)

Minor Failures

• NFC encoding has minor issues but tag still works
• Small cosmetic damage that doesn't affect function
• NFC works but requires multiple attempts

Wrong Product Delivered

• Incorrect memorial linked to the NFC tag — encoded incorrectly (our error)
• Wrong product type sent
• Wrong size or style

Damaged in Shipping

• Product arrives broken or significantly damaged
• Packaging indicates damage during transit

Remedies Available

For Major Failures:

You can choose:

1. Full refund (includes shipping costs)
2. Replacement product (free shipping)

For Minor Failures:

We can choose to:

1. Repair the product
2. Replace the product
3. Provide a refund

Additional Compensation: If failure causes additional losses (reasonably foreseeable), you may be entitled to compensation.

How to Claim

Within Reasonable Time of Delivery:

1. Email: support@petlegacy.au
2. Include:
   • Order number
   • Photos clearly showing the defect or issue
   • Description of the problem
   • How the failure affects use
3. We'll respond within 2 business days with next steps

What's Reasonable?

• For obvious defects: Within 30 days
• For hidden defects: When discovered, if within expected product lifetime
• ACL guarantees apply for the length of time products are expected to last

5. Digital Memorial Hosting

No Refunds After Activation

Once you activate your digital memorial and upload content:

• Digital hosting is considered used and non-refundable
• You've received access to the service you purchased

Exceptions:

• Major technical issues preventing memorial access (we'll fix or refund)
• Memorial features not working as described (we'll fix or provide partial refund)
• Service does not meet consumer guarantees

Unused Hosting

If you purchased but never activated your memorial:

• Contact us within 90 days of purchase
• We may offer a partial refund (minus processing costs)
• Or transfer to a different memorial

6. Shipping Costs

Original Shipping

• Refunded if product has a major failure or we made an error
• Not refunded for change of mind (if cancellation allowed pre-manufacturing)

Return Shipping (for faulty products)

• For major failure: We pay return shipping OR you keep faulty product
• For minor failure: You may need to pay return shipping (unless unreasonable)
• We'll provide clear instructions

Replacement Shipping

• Free shipping for replacement products due to defects or our errors

7. Special Circumstances

Wrong Encoding Due to Our Error

If we encode incorrect memorial information that you didn't provide:

• This is a major failure
• Full replacement at no cost OR full refund
• Expedited manufacturing and shipping
• Original product does not need to be returned
• You may keep or dispose of the incorrect product

Wrong Encoding Due to Customer Error

If you provided incorrect information (typo in name, wrong dates):

• Not a failure under consumer guarantees (product made to your specifications)
• We can manufacture a replacement at a discounted rate (50% off product cost)
• Or you may purchase a new product at full price
• No refund available

Memorial Content Issues

Photos won't upload / Technical problems:

• We'll provide technical support to resolve
• If unresolvable due to our platform fault, this is a service failure
• Remedy: Fix the issue, or refund digital hosting fees

Changed your mind about photos/content:

• You can edit your memorial at any time during your hosting period
• No refund for digital hosting (service is available as purchased)

8. Hosting Renewal

Renewal Purchases

• Non-refundable once processed and hosting period extended
• You have access to the service you paid for

Exceptions:

• Charged in error: Full refund within 14 days
• Technical issues prevent renewed access: Full refund
• Service does not meet description: Partial or full refund

9. Processing Refunds

Timeline

• Approved refunds processed within 5-10 business days
• Refunds issued to original payment method
• Bank processing may take additional 3-5 business days

Partial Refunds

• May apply for minor failures you choose to keep
• Or compensation for reduced value
• Amount clearly communicated before processing

Store Credit Option

• Available if you prefer
• Same value as refund amount
• No expiry on credit

10. Return Process (For Faulty Products)

When Return Required

1. Contact us first - don't return without authorization
2. We'll assess if return is necessary (photos may be sufficient)
3. For major failures, we pay return shipping OR you keep product
4. If return needed, we provide instructions and prepaid label (for major failures)
5. Pack product securely in original packaging if possible
6. We'll inspect and process refund/replacement within 5 business days of receipt

Not Required to Return

• Major failures: You can usually keep the faulty product
• If cost of return exceeds product value
• If replacement already sent

11. Exclusions & Limitations

Consumer Guarantees Do NOT Apply To:

Change of Mind

• After manufacturing begins on custom-encoded products (not a consumer guarantee issue)
• After digital memorial is activated and you've used the service

Normal Wear and Tear

• NFC tags developing minor wear over time (normal for outdoor use)
• Minor surface scratches from regular handling
• Weathering appropriate to memorial's age and use

Damage You Caused

• Dropping or physically damaging the memorial
• Exposure to harsh chemicals or extreme conditions beyond normal outdoor use
• Modifying or altering the product
• Not following care instructions

Misuse

• Using product in a way it wasn't designed for
• Installing in extreme conditions without appropriate protection

Issues Outside Our Control

• Third-party services (YouTube, Cloudinary) experiencing temporary downtime
• Your device or internet connection issues
• NFC not working due to device being incompatible (we'll help troubleshoot)

12. Quality Guarantee

Our Promise

• NFC tags: Functional for the life of your hosting period
• Digital hosting: 99%+ uptime

Expected Lifetime

Under ACL, products must last for a reasonable time based on:

• Price paid
• Nature of the product
• Statements made about durability

For our NFC memorial tags: we expect long-lasting durability. If failure occurs within the hosting period, you have consumer guarantee rights.

12A. Collar Tags

Collar Tag Defects

Collar tags are covered by the same consumer guarantees as memorial tags. If your collar tag has a manufacturing defect or NFC malfunction, the major/minor failure remedies in Section 4 apply.

What Collar Tag Refunds Do NOT Cover

Collar tags are passive NFC identification tags, not tracking or safety devices. Refunds and remedies do not apply for:

• Failure of a third party to scan the tag, contact you, or return your pet
• Scan notification emails not being received (due to spam filters, email provider issues, or connectivity)
• Inaccurate or unavailable geolocation data from scan events
• Normal physical wear and tear from your pet's daily activity
• Tag detachment from collar due to collar wear, pet activity, or inadequate attachment
• NFC incompatibility with a specific scanner's device (NFC standards vary across devices)
• Pet loss, injury, escape, or failure to be recovered, regardless of whether the tag was functioning

Nothing in this section excludes or limits any right or remedy you have under Australian Consumer Law for a genuine product defect.

Contact Information Accuracy

You are responsible for keeping your collar tag contact details up to date. We are not liable for failed contact attempts resulting from outdated or incorrect information you provided.

13. Dispute Resolution

We'll Always Try to Resolve Issues Directly

Step 1: Contact Support

• Email: support@petlegacy.au
• We aim to resolve most issues within 2-5 business days

Step 2: Escalation

• If not satisfied, request escalation to management
• We'll review and provide a decision within 10 business days

Step 3: External Dispute Resolution

If we cannot resolve your issue:

ACCC (Australian Competition & Consumer Commission)

• For consumer guarantee or ACL issues
• Website: accc.gov.au
• Phone: 1300 302 502

Fair Trading/Consumer Affairs (State/Territory)

• NSW Fair Trading: fairtrading.nsw.gov.au
• Consumer Affairs Victoria: consumer.vic.gov.au
• Office of Fair Trading (QLD): qld.gov.au/fairtrading
• Consumer and Business Services (SA): cbs.sa.gov.au
• Consumer Protection (WA): consumerprotection.wa.gov.au
• Consumer Affairs (TAS): consumer.tas.gov.au
• Access Canberra (ACT): accesscanberra.act.gov.au
• NT Consumer Affairs: consumeraffairs.nt.gov.au

Small Claims Court/Tribunal

• For claims generally under $10,000-$25,000 (varies by state)
• Low cost, less formal than court

14. Contact Us

For Refund or Return Requests

• Email: support@petlegacy.au
• Response time: Within 2 business days

Include in Your Message

• Order number
• Description of issue
• Photos (if applicable)
• Whether you consider it a major or minor failure
• Your preferred resolution

15. Gift Purchases

If Product Was a Gift:

• Recipient has the same consumer guarantee rights
• For change of mind returns (if allowed), contact the purchaser
• Refunds issued to original purchaser
• We can issue store credit to recipient if preferred

16. Business Use

If you purchased for business/trade use:

• Some consumer guarantees may not apply
• Different terms may be negotiated
• Contact us to discuss business terms
• ACL still provides certain protections for small businesses

17. Warranty Against Defects

In addition to consumer guarantees:

Our Voluntary Warranty

• 12 months from purchase against manufacturing defects
• NFC functionality for life of hosting period
• NFC tag durability

This warranty is in addition to your ACL rights, not instead of them.

18. Misleading Representations

We Cannot Say:

• ✗ "No refunds" (for consumer guarantee failures)
• ✗ "All sales final" (doesn't override ACL)
• ✗ "We're not responsible for manufacturing defects"
• ✗ Any other statement that limits your ACL rights

If you see such statements anywhere, they do not override your statutory rights under Australian Consumer Law.

Your rights under Australian Consumer Law cannot be excluded and cannot be limited by this policy.

Questions? Email support@petlegacy.au

We're committed to honoring your consumer rights while creating beautiful, lasting memorials.