Returns
If a product isn't right, send it back within thirty days of delivery. We don't require a reason and we don't put you through a series of questions designed to make you give up.
Email us with your order number and tell us which item you're returning. We'll reply with the return address and confirm anything you need to include.
Pack the item in its original packaging where you still have it. If the packaging is gone but the product is unused, contact us anyway — we'll usually still accept it.
Return it unused within thirty days and we'll refund the product cost. Return postage is yours in this case. We recommend a tracked service, since we can only refund what arrives.
Send us photos before posting anything. In most cases we'll ship a replacement immediately and won't ask for the faulty item back at all.
Entirely our cost. We'll send a prepaid return label and dispatch the correct product as soon as you confirm.
Harnesses and beds can be exchanged for a different size within thirty days provided they're unused. We cover the outbound postage on the replacement.
Refunds are processed within five business days of the return arriving. Your bank then takes its own time to post it — typically another three to five business days.
Items returned outside the thirty day window, products that have been used or washed, and anything returned without an order number we can match to a purchase.
None of this affects your rights under Australian Consumer Law, which sit above our policy. If a product has a major failure you're entitled to a repair, replacement or refund regardless of when you bought it.
Most return questions are resolved in a single reply. We'd rather sort it out quickly than have you sitting on a product you can't use.