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Returns and Refunds

Want to send something back? Sure—just do it within 30 days and it's all good. The goods need to be in the original packaging, obviously unused and otherwise intact. We'll need to know who the return is from, so please include the bottom section of the invoice.

If we messed up and sent you something damaged or defective, we will refund or exchange. Just write your preference on the bottom of the invoice.

If you were lucky enough to receive your items as a gift that was shipped straight to you and it's just not your thing, we're happy to send you a gift certificate for the same amount. But if the goods weren't shipped direct to you, you'll need to talk to the gift giver about an exchange. You can return the goods to us direct (along with the bottom part of the invoice), but we'll need to send the gift certificate or refund to the gift giver. 

And if you simply changed your mind (we've all been there) we're happy to exchange or give you a credit to use later. 

To return your product, please send it to: PO Box 536, Samford Valley, Queensland, Australia 4520. Unless the goods were faulty, we do not contribute to return postage and we do deduct the cost of the original shipping from any refunds. (You might want to use a trackable service for surety of delivery.)

Once we receive your parcel, we'll check to be sure it's in original condition etc, send you an acknowledgement email and then either send you the new item or process your refund within 7 days.

Refunds are credited to the same account from which payment was made, ie they go back to your credit card or Paypal account. We don't know how long your bank takes to process the monies but we'll do our bit within 7 days.

Sometimes refunds can take a while to get through because banks can take their time. If you think your refund is late, please check your account again, contact your credit card company or your bank, and then contact us via email care@wherethedogsare.com.au.

Note that we only offer refunds for full priced goods, but we may exchange sale items.

As always, please feel free to contact us anytime. We want you to be happy with your purchase!