Refund policy

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement, refund or repair if a product:

  • Is faulty or damaged
  • Is not as described
  • Is not fit for its intended purpose

These rights apply regardless of any other terms in this policy.

Warranty (Faulty or Damaged Items)

Most products include a 12-month warranty (unless otherwise stated).

This covers:

  • Manufacturing faults
  • Items that arrive damaged
  • Missing parts

This does not cover:

  • Misuse or improper assembly
  • Normal wear and tear
  • Damage caused by lack of care
  • Damage to packaging only

How to Make a Claim

To submit a claim, contact us with:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the problem

We may offer:

  • Replacement parts
  • A replacement product
  • A refund or store credit

Do not dispose of the item until your claim is finalised.

Returns Must Be Approved First

  • Do NOT return items without approval
  • Returns without authorisation will not be accepted
  • We will provide return instructions if required

This is required under our supplier process.

Change of Mind Returns

We accept change-of-mind returns under the following conditions:

Eligibility

  • Request must be made within 14 days of delivery
  • Item must be:
    • Unused
    • In original packaging
    • In resellable condition

Not Eligible

We do not accept returns for:

  • Opened or used items
  • Bulk or pallet orders

Change of Mind Fees

If your return is approved:

  • A 10% restocking fee applies
  • Return shipping is paid by the customer

If a return label is provided, return shipping costs will be deducted from your refund.

Return to Sender / Failed Delivery

If an order is returned due to:

  • Incorrect address
  • Unclaimed delivery

It will be treated as a change-of-mind return and fees will apply.

Refunds

  • Refunds are issued to the original payment method only
  • Processing takes 2–5 business days after approval
  • Refunds cannot be issued to a different account

Exchanges

We do not offer direct exchanges.

To get a different item:

  • Submit a return request (if eligible)
  • Place a new order

Delivery Issues

If your order:

  • Arrives damaged
  • Has missing parts

You must report it as soon as possible with photo/video evidence.

We will resolve the issue with:

  • Replacement parts
  • A replacement item
  • A refund where appropriate

Important Notes

  • Do not send items back without approval
  • Claims without evidence may be rejected

Contact

For all returns and warranty claims:

Email: hello@thedoggfather.com.au

Include: Your order number + photos/videos