Clear before you send anything back
If something is faulty, damaged, wrong, missing, unsafe or materially different from its description, we will assess it fairly. We do not offer voluntary change-of-mind returns at launch.
Nothing on this page limits a consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law.
Usually eligible for assessment
Not a return reason by itself
A simple process
Submit the order number, order email, product and a factual description.
Keep the item, packaging, shipping label, photos and video where relevant.
Do not return to the sender or an overseas warehouse unless we confirm the address.
The outcome may be a refund, replacement, repair or another remedy required by law.
Not by itself. Dogs are individuals, and interest cannot be guaranteed. This does not remove your rights if the product is faulty, unsafe, misdescribed or otherwise fails a consumer guarantee.
If a product problem is confirmed, reasonable return postage will be reimbursed where required by Australian Consumer Law, or another suitable return arrangement will be provided. Do not send anything before receiving instructions.
We do not accept voluntary returns of used food-contact or hygiene products. That hygiene rule does not remove rights for a faulty product or another failure of a consumer guarantee.
We process an approved refund to the original payment method. Your bank or payment provider controls when it appears and might require additional business days.
