Refund policy

Returns

We have a 30-day return policy.  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If the return is due to an error on our part, or is damaged our faulty we will cover the cost of return postage. 

If the return is due to the buyer's change of mind including colour, size, or flavour, the buyer will be responsible for paying the return postage. In such cases, we will gladly accept the return of the item as long as it is unused, unopened, and in its original packaging. Please note that we cannot accept returns of items that have been opened, used, or are no longer in their original packaging, unless the item is faulty or defective.

To avoid any issues with size please use the measurement provided on the product page or get in touch with us. 

To start a return, you can contact us at topdog@dogsht.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at topdog@dogsht.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as foods), custom products (such as special orders or personalised items), and personal care goods (such as brushes or paw cleaners). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Made to order items are not eligible for refund due to change of mind. This is due to suppliers being made, and materials unique to your order being ordered, cut and utilised within days of your order being placed.

Unclaimed/undeliverable parcels
If a shipped product and/or order is unclaimed and returned to us there are 2 available options
1. That the customer has the order re-sent. The customer is liable for the shipping costs.
2. That a refund on the product will be provided. Please note that the cost of postage will not be included in the refund.

Custom Dog Beds & Dog Bowls
Please note that the above mentioned does not apply for the Once Over Customer Dog Beds. For more information specific to this product please click here.