Returns & refunds
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In plain terms: if something you bought from us is faulty, isn't as described, or doesn't do what we said it would, we'll fix it. Email hello@coolhound.com.au with your order number and a photo, and we'll arrange a replacement or refund. We pay the return postage on faulty items.
Change of mind — 30 days
Changed your mind, or it doesn't fit? On top of your legal rights, you can return any item within 30 days of delivery for a refund, as long as it is:
- unused and unwashed, with no dog hair or chew marks
- in its original packaging, with tags attached
For change-of-mind returns you pay the return postage. Shipping charges on the original order aren't refunded unless the return is because of a fault or our mistake.
How to return something
- Email hello@coolhound.com.au with your order number and what you'd like to return.
- We'll reply within 1 business day with the return address and instructions. Please don't send anything back before you hear from us — returns go to our warehouse, not to the address on your parcel.
- Once it arrives and we've checked it, we refund to your original payment method within 5 business days.
Wrong size?
We're happy to swap sizes. Email us and we'll send the new size as soon as your return is on its way.