Sidekick Digital Pty Ltd (Ask Frankie) is an Australian based company that is dedicated to providing the best products and services to our customers, a sentiment which is reflected in our Returns Policy.
The Returns Policy applies to all purchases made online at https://askfrankie.co or any of our subdomains.
This Returns Policy does not exclude or replace your rights given under the Australian Consumer Law and regulations.
Faulty, damaged, or wrongly sent items
If you receive your product and there is a major fault, the product is damaged, or the item you have received is not what you ordered, we will provide a full refund or exchange. If the fault is minor, we will replace the item within a reasonable time.
We require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law and the item must be unused and in its original packaging when returned.
We do our best to provide in-depth sizing information for all of our products. But if you receive your order and the product doesn’t fit your dog, we will issue an exchange or refund only if the item is returned in a saleable condition and in its original packaging, by a postage method of your choice and at your own expense. The original cost of shipping will be deducted from your refund amount.
Sidekick Digital, at its absolute discretion, reserves the right not to offer an exchange or refund for sizing issues.
Change of mind
If you have simply changed your mind we do not provide refunds. Special consideration will be given in exceptional circumstances however you must be able to provide satisfactory proof of purchase. Further, the merchandise must be:
- in saleable condition;
- unused with all original packaging;
- returned to us with any gift or bonus received with the merchandise (if applicable);
- the exchange or refund is sought within 14 days of receiving your goods.
Sidekick Digital, at its absolute discretion, reserves the right not to offer an exchange or refund for change of mind.
If products are on sale they will not be refunded unless there is a fault.
How long do I have to make a return claim?
In order to be eligible for a return, you must email [email protected] within 14 days of receiving your item.
How do I make a return?
If you wish to make a return under our Returns Policy, please send an email to [email protected] with “RETURN” in the subject line.
Important Note: We ship products to customers directly from our manufacturers. DO NOT send the product back to the manufacturer. We will provide you with a shipping address via email for where you should send the item once your return has been approved. When the product reaches us, it is inspected to ensure it meets the requirements listed in this policy and is processed for a refund, exchange, or partial refund.
How will I receive my refund?
If a refund is approved, you will receive the funds by your original payment method.