Refund policy

Refund and Returns Policy

At Mutts & Moggies Co. your satisfaction matters to us. We assess every return and refund request on a case by case basis and will always work with you to find a fair outcome.

How to request a return or refund

If you are not happy with your order please contact us within 30 days of receiving your item at support@muttsandmoggies.com.au. Include your order number, a brief description of the issue and photos where relevant. We will review your request and get back to you within 2 business days.

What we consider

We take into account the condition of the item, the reason for the return and how long it has been since delivery. Every situation is different and we handle each one individually.

Items eligible for return

Items must be unused, clean, in their original condition and in original packaging where possible. For hygiene reasons we are unable to accept returns on items that have been used by pets unless the item is faulty, damaged, incorrect or not as described.

Faulty, damaged or incorrect items

If you receive a faulty, damaged or incorrect item please contact us as soon as possible at support@muttsandmoggies.com.au with your order number and clear photos. If the issue is confirmed we will arrange a suitable solution. This may include a replacement, repair or refund depending on the situation.

Refund process

Once your return is approved, refunds are processed back to your original payment method. Please allow 5 to 10 business days for your bank or payment provider to process the refund.

Return shipping

Return shipping costs are the responsibility of the customer for change of mind returns. If the item is faulty, damaged, incorrect or not as described we will help with the return process in line with Australian Consumer Law.

Items we cannot accept for change of mind returns

  • Used pet products
  • Items with pet hair, odour, dirt or damage
  • Items without original packaging where packaging is required
  • Gift cards
  • Clearance items unless faulty, damaged, incorrect or not as described

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. Under Australian Consumer Law customers may be entitled to a repair, replacement or refund if a product does not meet consumer guarantees, including when a product is faulty, not as described or not fit for purpose.

Questions?

We are always happy to help. Reach out at support@muttsandmoggies.com.au before sending anything back and we will sort it out together.