Refund Policy

At The Aussie Mate, we are committed to providing high-quality pet accessories. To maintain our strict hygiene and quality control standards, and to ensure the safety of all pets, our return and refund policy is firm.

Please read the following carefully before making a purchase.

1. Change of Mind & Incorrect Sizing

We do not offer refunds, exchanges, or store credits for change of mind, finding the product cheaper elsewhere, or deciding you no longer have use for the product.

Additionally, we do not offer refunds or exchanges for incorrect sizing. It is the customer’s responsibility to carefully review our sizing guides and measure their pet accurately prior to placing an order.

2. Faulty or Damaged Items

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.

If your item arrives damaged, defective, or is significantly different from the product description, you must contact us within 7 days of receiving your order.

To lodge a fault claim, you must provide:

  • Your order number and the email address used to place the order.

  • Clear photographs or videos demonstrating the fault or damage.

  • A brief description of the issue.

Note: General wear and tear, damage caused by your pet (e.g., chewing, scratching, or aggressive pulling), or misuse of the product does not constitute a fault and will not be eligible for a refund or replacement.

3. Non-Returnable Items

For strict hygiene and safety reasons, the following items are absolutely non-returnable and non-refundable under any circumstances unless deemed faulty under the ACL:

  • Any item that has been worn, used, washed, or altered.

  • Items covered in pet hair, dirt, or odours.

  • Promotional, sale, or clearance items.

  • Gift cards.

4. The Returns Process

If your item is approved for a return due to a manufacturing fault, our support team will provide you with the return shipping address.

  • Return Shipping Costs: If the item is confirmed to have a major fault, we will cover the return shipping. If the item is returned and found to be in working condition or damaged by misuse, the item will be returned to you at your expense.

  • Original Shipping: Original shipping costs are non-refundable.

5. Processing Refunds

Once your returned item is received and inspected by our team, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed automatically to your original method of payment within 5–10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

Contact Us To initiate a fault claim or if you have any questions regarding this policy, please contact our support team at "hello@theaussiemate.com.au".