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Refund policy

This policy should be read together with your rights under the Australian Consumer Law (ACL). Nothing in this policy removes, or seeks to remove, those rights.

Change of mind & incorrect selections

Under the Australian Consumer Law, we are not required to provide a refund for change of mind or for choosing the wrong item, size, or colour — and we do not offer change-of-mind refunds. Please choose carefully and check product descriptions, dimensions and sizing before ordering.

As a goodwill gesture, we may offer an exchange or store credit for a change-of-mind return, provided all of the following conditions are met:

  • You submit a request through our Secure Contact Form within 14 days of delivery and receive a Return Authorisation Number (RAN) before sending anything back.
  • You pay for registered, trackable return shipping to our Victorian hub, out of pocket. We do not cover change-of-mind return postage.
  • The item is returned 100% unopened, unused, free of pet hair and odours, and in its original, undamaged packaging, with all tags and seals intact.

Do not post an item back without a RAN. Unauthorised returns sent to our warehouses will be rejected and disposed of at the sender's expense, and no exchange or credit will be issued. The return address is provided only once your RAN has been approved.

Exchanges and store credit are assessed once the returned item arrives and passes inspection. Original shipping charges are non-refundable.

Food, treats & perishable items

For health and safety reasons, food, treats and other perishable items cannot be returned or exchanged for change of mind and are not eligible for the store-credit option above. This does not affect your rights under the Australian Consumer Law.

If a food or treat product arrives damaged, leaking, past its use-by date, or incorrect, contact us through our Secure Contact Form with clear photos within 48 hours of delivery and we'll arrange a replacement or refund. Please don't feed your pet a product you believe is faulty.

Faulty, damaged or incorrect items — we've got you covered

If your item arrives faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law, and we'll make it right quickly.

Simply submit clear photos or a short video showing the issue through our Secure Contact Form within 5 days of delivery. Once verified, we'll arrange a free replacement or a full refund — for a major failure, the choice is yours — at no cost to you. You will not be asked to pay return postage for faulty goods.

This 5-day window helps us resolve delivery damage quickly and lodge carrier claims on time. It does not limit your rights under the Australian Consumer Law: if a fault appears later, or a product is not of acceptable quality or does not match its description, you remain entitled to a repair, replacement or refund for a reasonable time. Please contact us and we'll help.

How to reach us

All return, refund and warranty requests are handled through our Secure Contact Form. For your security, please do not send payment or identity documents by any other channel.