Aussie Pet Wear

Refund Policy

This policy explains refunds and other remedies, including your rights under the Australian Consumer Law.

Last updated: 1 August 2026

1. Australian Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, unsafe, not of acceptable quality, not fit for a disclosed purpose, or materially different from its description, you may be entitled to a remedy.

The appropriate remedy may be a repair, replacement, refund, cancellation or compensation, depending on the circumstances and whether the problem is major or minor.

2. Major Problems

For a major problem, you may generally choose a refund or replacement. A major problem can include circumstances where the product is unsafe, substantially unfit for its normal purpose and cannot easily be fixed, substantially unfit for a disclosed purpose, or significantly different from its description or sample.

3. Minor Problems

For a minor problem, we may choose to provide a free repair or another remedy within a reasonable time. If the problem cannot be fixed or is not fixed within a reasonable time, further remedies may become available.

4. Change-of-Mind Refunds

A change-of-mind refund is available only where the return meets our Return Policy. Change-of-mind rights are additional store benefits and do not replace or limit Australian Consumer Law rights.

5. Sale, Clearance and Personalised Products

Any change-of-mind exclusions stated for sale, clearance, personalised or hygiene-sensitive products do not apply where a product fails to meet a consumer guarantee. Faulty products are assessed under the Australian Consumer Law regardless of sale status.

6. How to Request a Refund or Remedy

Email support@aussiepetwear.com.au and include your order number, proof of purchase, a description of the issue and photographs where relevant.

We may inspect the product or request further information before deciding the appropriate remedy. This does not remove any rights you have under applicable law.

7. Return Costs for Problem Products

We will explain the appropriate return process. Where required by law, we will cover or reimburse reasonable return costs. Please contact us before arranging an unusually expensive return method.

8. Original Delivery Charges

Where a refund is required because goods do not meet a consumer guarantee, applicable original delivery costs will be handled consistently with the Australian Consumer Law. Optional premium-delivery upgrades may be treated differently where lawful and unrelated to the product problem.

9. Refund Method and Timing

Approved refunds are normally issued to the original payment method unless another method is agreed or required. We will process the refund within a reasonable time, but your bank or payment provider may need additional time to display it.

10. Proof of Purchase

We may request reasonable proof of purchase, such as an order confirmation, receipt, payment record or other evidence linking the product to the purchase.

11. Contact

Refund enquiries can be sent to support@aussiepetwear.com.au.