Refund policy

REFUND POLICY

Last updated: 31 July 2026

This policy explains how Aussie’s Mate handles returns, refunds, replacements and order problems. It operates alongside the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

AUSTRALIAN CONSUMER LAW

Products sold to Australian consumers come with automatic consumer guarantees. Products must be of acceptable quality, fit for any disclosed purpose, safe, durable and match their description.

If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we may first provide a repair, replacement part, replacement product or another appropriate remedy within a reasonable time. Other remedies may apply where goods cause reasonably foreseeable loss or damage.

We do not impose an arbitrary time limit that removes your rights for a faulty, unsafe, damaged, incorrect or materially misdescribed product. The appropriate remedy depends on the product, fault and circumstances.

CHANGE OF MIND

Unless a product page or promotion expressly says otherwise, Aussie’s Mate does not offer returns or exchanges merely because you:

• changed your mind;
• selected the wrong colour, size, style or quantity;
• no longer need the product; or
• found that your dog does not like or use it.

This change-of-mind position does not affect your rights where a product fails a consumer guarantee.

REPORT AN ORDER PROBLEM

Contact aussiesmateinfo@gmail.com or use our Order Help page:

https://aussiesmate.com/pages/order-help

Please include:

• your order number;
• the name and email used for the order;
• a clear description of the problem;
• photographs of the product, packaging and shipping label where relevant; and
• a short video where a fault cannot reasonably be shown in a photograph.

Please keep the product, packaging and supplied parts while we assess the claim. Evidence helps us identify the problem and seek the fastest remedy, but we will only ask for information that is reasonably necessary.

For visible delivery damage, a wrong item or a missing item, contacting us promptly—ideally within 48 hours—helps preserve carrier and supplier evidence. This request does not remove your Australian Consumer Law rights.

DAMAGED, FAULTY, UNSAFE, WRONG OR INCOMPLETE ITEMS

We will assess the information provided and may offer a refund, replacement, replacement part, repair or another remedy required by law. We may ask you to stop using an item if a safety issue is suspected.

Do not send an item to the sender address on the parcel. That address may belong to a carrier, fulfilment partner or supplier and may not be able to receive customer returns. We will provide written return instructions if a physical return is required.

RETURN COSTS

Where a product fails a consumer guarantee, Aussie’s Mate will meet its obligations regarding return or collection costs. If you reasonably incur return costs for a product confirmed to have a problem, keep your receipt so we can assess reimbursement.

For large, heavy or difficult-to-return products with a confirmed problem, contact us before arranging transport.

MISSING OR UNDELIVERED ORDERS

Check the secure order-status page linked from your confirmation or shipping email. A multi-item order may arrive in separate parcels.

If tracking has not updated for an unusual period, the estimated delivery window has passed, or tracking says delivered but the parcel cannot be found:

  1. Check the delivery address and safe places.

  2. Ask household members, building management or neighbours.

  3. Check for a carrier notice.

  4. Contact us so we can investigate with the carrier and fulfilment partner.

If we cannot supply the product within a reasonable time, we will provide an appropriate solution, which may include a replacement or refund.

CANCELLATIONS AND ADDRESS CHANGES

Contact us immediately after ordering. We will try to help, but an order cannot always be changed or cancelled after it enters processing or dispatch.

Customers are responsible for entering a complete and accurate delivery address. This does not remove rights that apply where Aussie’s Mate or its service provider caused the delivery error.

REFUND METHOD AND TIMING

Approved refunds are returned to the original payment method unless another method is agreed or legally required. Shopify and the payment provider may need additional processing time after Aussie’s Mate issues the refund.

Shipping charges, where paid, will be handled as required by law and according to the circumstances of the claim.

CONTACT

Email: aussiesmateinfo@gmail.com

Order Help: https://aussiesmate.com/pages/order-help