The fine print
Refund Policy
We want you and your companion to be genuinely happy with what you buy. If something is not right, you have 30 days from delivery to send it back for a full refund of the purchase price. No arguments, no hoops.
The 30-Day Money-Back Guarantee
To be eligible for a change-of-mind refund, the item needs to come back to us:
- Within 30 days of the delivery date.
- Unused, unwashed, and free of pet hair, dirt and odours.
- In its original packaging, with all included parts and accessories.
That covers change of mind, the wrong choice for your pet, or sizing that did not work out.
How to Start a Return
Email hello@theaussiemate.com.au with your order number, the email address used to place the order, and a line about what was not right. We reply within one business day with the return address and instructions.
Return Shipping
- Change of mind: you cover return postage. Please use a tracked service, as we can only refund items that reach us.
- Faulty, damaged or not as described: we cover return postage, and we refund your original shipping too.
Faulty, Damaged or Incorrect Items
Our goods 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 to compensation for any other reasonably foreseeable loss or damage.
If your order arrives damaged, defective, or significantly different from its description, contact us within 30 days of delivery with:
- Your order number and the email address used to place the order.
- Clear photos or video showing the problem.
- A short description of the issue.
We will arrange a replacement or a full refund, including original shipping, and cover the cost of sending the item back.
What We Cannot Accept
For health and hygiene reasons, we cannot accept returns of items that have been used, worn or washed, or that arrive back covered in pet hair, dirt or odours. Gift cards are non-refundable. None of this affects your rights if an item is genuinely faulty.
Damage caused by your pet (chewing, scratching, aggressive pulling), general wear and tear, or use outside the product's intended purpose is not a fault and is not covered by the guarantee.
Processing Your Refund
Once your return arrives and we have inspected it, we will email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Your bank or card provider may take a little longer to post it to your account.
Questions? Email hello@theaussiemate.com.au and we will sort it out.