Returns & Refunds Policy

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law. These rights apply independently of any voluntary change-of-mind policy.

Goods must meet applicable consumer guarantees, including acceptable quality, matching their description and fitness for a purpose made known to us. For a major failure, you may reject the goods and choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage. For a non-major failure, we may provide an appropriate remedy within a reasonable time; further rights apply if that does not occur.

Faulty, damaged or incorrectly supplied goods

Contact Pampering Pooches with your order reference, a description of the issue and, where useful and reasonably available, photographs. We will assess the issue and arrange the appropriate remedy. A missing original package does not by itself remove your consumer rights; reasonable proof of purchase may be requested.

Do not send goods to an unconfirmed address. Return instructions will be provided for your specific order. For confirmed faulty goods, reasonable return costs will be covered or reimbursed as required by law. Supplier-direct fulfilment does not transfer our responsibility to the supplier or require you to resolve the matter with them.

Change-of-mind returns

A voluntary change-of-mind policy has not yet been confirmed. Whether these returns are offered, any return period, required condition of goods, return costs and any permitted fee will be clearly published before orders open. No provisional return window or fee currently applies.

Any legitimate hygiene or other change-of-mind exclusions will be identified before purchase for relevant products. Such exclusions will never remove rights for faulty, damaged or incorrectly supplied goods or other consumer guarantee failures.

Order cancellations

Cancellation arrangements, including the effect of dispatch or supplier processing, are being finalised. Confirmed conditions will be provided before purchase. Statutory remedies are not limited by cancellation terms.

Refund process

Approved refunds will be arranged through the applicable payment process. Processing estimates will be confirmed once payment arrangements are established. Return addresses and operational procedures remain pending; no orders are currently accepted.

Contact Pampering Pooches

Our business customer-service channel is being finalised. Please do not send returns without confirmed instructions.