Refund & Returns Policy

At Aussie Pooch, we want you to be happy with your purchase. If something isn't right, we're here to help.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL). If a product has a major fault or does not meet consumer guarantees, you may be entitled to a repair, replacement or refund.

Change of Mind Orders

If you change your mind before your order has been dispatched, we can cancel your order.

Please note that payment processing fees charged by our payment provider are non-refundable. A processing fee of 1.75% of the order value plus $0.30 AUD per transaction will be deducted from all change-of-mind cancellations requested prior to dispatch.

Once an order has been dispatched, our standard returns policy applies.

Returns

We accept returns for eligible non-perishable products within 30 days of delivery.

To be eligible for a return, your item must:

• be unused and in the same condition you received it

• be in its original packaging with all tags and accessories

• be accompanied by proof of purchase.

To request a return, please email woof@aussiepooch.com.au before sending your item.

Return address:

Aussie Pooch
PO Box 36432
Winnellie NT 0821

Please do not return items without contacting us first.

Non-Returnable Items

Unless required under Australian Consumer Law, we cannot accept returns for:

• frozen or perishable food products

• personalised or custom-made products

• special order items

• gift cards

• products that have been opened or used where they cannot be resold for hygiene or safety reasons.

Sale or clearance items are not eligible for change-of-mind returns. However, they are still covered by your rights under Australian Consumer Law if they are faulty.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, faulty, incorrect or missing, please contact us as soon as possible at woof@aussiepooch.com.au, ideally with photographs of the issue, so we can assess the problem and arrange an appropriate resolution.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return the original item (if eligible) and place a new order once your return has been approved.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method within 10 business days. Processing times by your bank or credit card provider may vary.

Original shipping charges are non-refundable unless the return is due to our error or the product is faulty.

If more than 15 business days have passed since your refund was approved, please contact us at woof@aussiepooch.com.au.

Return Shipping

Unless the return is due to a faulty product, incorrect item supplied, or another error on our part, customers are responsible for return shipping costs.

We recommend using a tracked shipping service for returns, particularly for items valued over $75, as we cannot be responsible for items lost in transit.

Shipping costs are non-refundable unless required under Australian Consumer Law.