Refund Policy

We'd rather you love what you ordered — and if something's not right, here's exactly how we fix it. Nothing in this policy limits or replaces your rights under the Australian Consumer Law.

Change of mind — 30 days

You have 30 days from the day your order is delivered to request a change-of-mind return. Items need to be unused and in their original, unopened packaging. Because the paw balm and grooming gloves are hygiene products, we can't accept them back once opened. Return postage for change-of-mind returns is paid by the customer.

To start a return, contact us with your order number and we'll send you the return instructions. Please don't post anything back before hearing from us.

Damaged, faulty or wrong items

Contact us within 30 days of delivery with your order number and a photo or short video of the problem. In most cases you won't need to send anything back — we'll send a free replacement or issue a full refund, whichever you prefer.

Orders that never arrive

If your order hasn't arrived within 30 business days of dispatch, we'll send a free replacement or refund you in full.

Cancellations

You can cancel an order within 12 hours of placing it, before it's dispatched. Contact us with your order number as soon as possible.

How refunds are paid

Once your refund is approved, it goes back to your original payment method within 5–10 business days. Your bank or card provider may take a few extra days to display the funds.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality. Nothing in this policy excludes, restricts or modifies those rights.

Questions

Use our contact form — we reply within 24 hours, Monday to Friday (AEST).