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Refund policy

Change of Mind Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a 'change of mind' return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@dogluxurycare.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

  • send missing parts (if applicable);
  • suggest a method of self-repair (if applicable).
  • replace the product (subject to availability);
  • offer an alternative product; or
  • offer a partial or full credit voucher or refund.

We do not accept returns if the fault or damage is due to:

  • normal wear and tear
  • damage arising from improper assembly or modification of the product;
  • damage arising from abnormal use or abuse of the product;
  • damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber). 
  • damage to external packace only 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@dogluxurycare.com.au.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@dogluxurycare.com.au.

Cancellation Policy 
Pet Owners can receive a full refund if they cancel their booking up to 7 days prior to the scheduled time at 12 noon. Beyond this point, a cancellation will incur a charge equal to 50% of the total booking value.