Returns Policy

Returns & Refunds Policy

DogWash.com.au

At DogWash.com.au, we want you to shop with confidence. 

This policy operates in addition to your rights under Australian Consumer Law.

Change of Mind Returns

We understand that sometimes you may change your mind. Change of mind returns are accepted within 14 days of delivery, subject to the following conditions:

  • The item must be unused, clean, and in original packaging
  • All labels, seals, and tags must be intact
  • The product must not be food, medication, or consumable
  • Proof of purchase is required

Fees & Refunds

  • A 10% restocking fee will apply to all approved change of mind returns
  • Original shipping costs are non-refundable
  • Return shipping costs are the responsibility of the customer

Change of mind returns cannot be accepted if:

  • The product has been used, damaged, or soiled
  • Packaging, labels, or seals have been removed
  • The item is food or medication
  • More than 14 days have passed since delivery

Goods Returned to Sender

If an order is returned to us due to:

  • An incorrect or incomplete delivery address
  • Failure to collect the parcel
  • Refusal of delivery

A 20% restocking fee will apply, and original shipping costs are non-refundable.

If the return was caused by an error on our part or by the courier, no restocking fee will apply and shipping costs will be refunded where applicable.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with:

  • Your order number
  • Photos of the item and packaging

Where a product is confirmed as damaged or incorrect:

  • A replacement will be sent at no additional cost, or
  • A full refund will be issued where replacement is not possible

Warranty & Faulty Products

DogWash.com.au complies fully with Australian Consumer Law.

If a product is faulty, unsafe, or not as described, you are entitled to a repair, replacement, or refund depending on the nature of the issue.

Please note:

  • Damage caused by normal wear and tear or by pets (e.g. chewed toys or beds) is not covered unless a manufacturing fault is identified
  • Some warranty claims may be assessed by the product manufacturer before approval

We will manage all warranty claims on your behalf.

How to Return an Item

Before returning any product, you must contact us first via email to obtain return approval.

Approved returns should be sent to:

DogWash.com.au – Returns
110 Levels Road
Cavan SA 5094
Australia

Please ensure items are securely packaged. We cannot accept responsibility for loss or damage during return transit.

Refund Processing

  • Refunds are issued to the original payment method
  • Please allow 5–10 business days for refunds to be processed after inspection
  • Credit card processing fees are non-refundable

Order Cancellations

If you need to cancel an order, please contact us immediately.

  • Orders cannot be cancelled or refunded once dispatched
  • Processing fees are non-refundable

Contact Us

For all return, refund, or warranty enquiries, please contact:

📧 support@dogwash.com.au
📍 DogWash.com.au