Returns & Refunds
This is the place for frequently asked questions about Returns & Refunds. If you need help with questions about Shipping & Payments, click here.
Last Updated: 15/01/2021
Table of Contents
- Change of mind returns
- I purchased a personalised item
- I received the wrong item
- My order never arrived
- How Can I Cancel My Order?
- I purchased an advertised product from another business
- What are my rights as a consumer?
Change of mind returns
If you are unsatisfied with your order within 14 days of the delivery date, please contact us to initiate the return process.
Once we’ve reviewed your request, we will contact you with further instructions. Please note that we do not accept any returned items without prior authorisation by us.
We want you to be happy with your purchase, so we accept change-of-mind returns within 14 days of delivery – no questions asked.
Please note that personalised items and products on sale are excluded from this and can’t be returned.
We accept returns of all unused items that are returned to us in the same condition as you received them, for a full refund to your original payment method minus any shipping and handling fees.
If you paid a shipping fee when you ordered, it can not be refunded.
If your order included free shipping, a restocking fee of $10 will be deducted from your refund amount.
We do not cover the return shipping cost. We hope you understand that as a small business, we unfortunately can’t afford to offer free shipping change-of-mind returns.
We strongly encourage you to keep the receipt that includes your tracking number until your refund has been processed. We do not guarantee that we receive your returned item. If the returned item gets lost or encounters any other issues during the delivery, please resolve it through the customer support of your shipping provider.
Returns need to be sent to Brisbane, Queensland.
To return an item, please contact us for the return shipping address and further instructions.
I purchased a personalised item
We hope you understand that we can’t accept change-of-mind returns for products that have been personalised.
That said, we of course offer easy refunds or replacements if we made a mistake with your order. If that happens, we want you to know that we’re truly sorry. We do our best to provide you with a great service, but sometimes innocent mistakes still happen.
If you feel like there’s anything at all wrong with your order, please contact us and we’ll investigate and send you further instructions as soon as possible.
I received the wrong item
If you received a different item to the one you ordered, first of all we’re sorry – that shouldn’t have happened.
Please contact us so that we can start the problem-solving process.
This normally means that you can choose between a full refund, or having a new item sent to you via tracked Express Post.
My order never arrived
We ship all orders with Australia Post.
If you received a tracking number via e-mail but your order wasn’t delivered within a reasonable time, please check the tracking tool first as your order may be waiting for you at your local post office: Australia Post Tracking
If this doesn’t resolve your problem, please contact us so that we can start to investigate with AusPost on what might have happened 🕵️♀️ 🐶
How Can I Cancel My Order?
If you made a mistake with your order, contact us immediately and we’ll try our best to accommodate you. Please note that if your order has already been personalised and/or shipped, we may not be able to offer a refund.
I purchased an advertised product from another business
At dogsofaustralia.com.au we bring together lots of independent sellers from around Australia. This means that some products that are featured on our website can’t be purchased from our website. Instead, our role is to help spread the word about the other small businesses.
If you like a product that can’t be purchased through us, you will be sent to the sellers website to buy directly from them when you click the button on the product listing page.
Please note in that case, their respective Shipping, Refund & Returns policies apply. Our policies only apply for products that have been purchased through our website – dogsofaustralia.com.au
What are my rights as a consumer?
Businesses aren’t legally required to offer change-of-mind returns.