Returns and refunds

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of mind returns

Wrong size, wrong colour, or simply not the right fit for your dog? You have 30 days from the day your order is delivered to ask for a change of mind return. To be eligible, the item needs to be:

• Unused, unwashed, and in the same condition you received it
• In its original packaging, with any tags still attached
• Sent back to the address we give you once your return is approved

Return postage for a change of mind is paid by you, and we recommend a tracked service so the parcel can be traced. Once the item arrives and we have checked it, we refund the price you paid to your original payment method. The original shipping cost is not refunded on a change of mind return.

3. What we cannot take back for change of mind

Some items cannot be resold once they have been out in the world, so they are not eligible for a change of mind return: anything that has been used, worn by a dog, or washed, items returned without their original packaging, and personalised or made-to-order items. Consumable items such as treats and chews cannot be returned for change of mind once opened, for hygiene reasons.

These exclusions apply to change of mind only. If any of these items is faulty or not as described, your consumer guarantees still apply in full.

4. Faulty, damaged, or wrong items

If something arrives faulty, damaged, or is not what you ordered, tell us as soon as you can and send a photo or two if you are able. We will sort it out. Where an item fails to meet a consumer guarantee we cover the cost of getting it back to us, and you get a repair, a replacement, or a refund as the Australian Consumer Law requires. For a major failure, the choice between a refund and a replacement is yours.

5. How to start a return

1. Open the order in your account and request a return, or email hello@pupperfield.com.au.
2. Tell us your order number, which items are coming back, and why. Photos help for anything faulty or damaged.
3. Wait for our reply. We will confirm your return and send the address to post it to. Please do not send anything back before then, as unannounced parcels are hard to match to an order.
4. Post the item back, keeping your tracking number until the refund lands.

6. How refunds are paid

Approved refunds go back to the card or payment method you used, processed through Stripe. We action refunds once the returned item reaches us and has been checked, usually within a few business days, and your bank may take a few days more to show it on your statement. If your original payment method is no longer active, email us and we will work out an alternative with you.

7. Parcels that arrive damaged or do not arrive at all

Let us know as soon as you notice a problem and we will chase it with the carrier for you. Keep the packaging if the parcel itself is damaged, as photos of it help. Bear in mind that items in one order can arrive in separate parcels when they ship from different warehouses, so a missing item may simply still be on its way. Our shipping and delivery policy explains how that works.

8. Contact us

Every return starts with an email to hello@pupperfield.com.au. Include your order number and we will take it from there.

Pupperfield (ABN pending registration), Queensland, Australia.