Refund policy

Pooch Petwear — Australian Consumer Law Compliant

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

Your Rights Under Australian Consumer Law

Our products 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind Returns

We accept change of mind returns within 14 days of delivery, provided:

  • The item is unused and in original condition
  • All tags are still attached
  • The item is in its original packaging

To initiate a return, email us at hello@poochpetwear.com.au with your order number and reason for return.

Please note: Return shipping costs for change of mind returns are the responsibility of the customer. We recommend using a tracked service as we cannot be responsible for items lost in transit.

Once we receive and inspect your return we will process your refund within 5-7 business days back to your original payment method.

Faulty or Damaged Items

If your item arrives damaged or develops a fault, we will cover all return shipping costs and offer you the choice of:

  • A full refund to your original payment method
  • A replacement item sent at no charge

Please email hello@poochpetwear.com.au with your order number and photos of the fault within 30 days of receiving your order.

Wrong Item Received

If you received the wrong item we sincerely apologise. Email us at hello@poochpetwear.com.au with your order number and a photo of what you received and we will send the correct item immediately at no cost to you.

Sizing Issues

We understand sizing can be tricky for pets. If your item doesn't fit please email us at hello@poochpetwear.com.au within 14 days of delivery. We will exchange for a different size where stock is available, with return shipping at the customer's cost.

To avoid sizing issues please refer to our size guide on each product page and measure your dog before ordering. When between sizes we recommend sizing up.

Non-Returnable Items

For hygiene reasons the following cannot be returned unless faulty:

  • Poop bag holders that have been used
  • Any item that shows signs of use or washing

How to Start a Return

  1. Email hello@poochpetwear.com.au
  2. Include your order number and reason for return
  3. Attach photos if the item is faulty or damaged
  4. We will respond within 1-2 business days with instructions