Refund policy

Our policy at Pooch & Poochette

We always want you to be happy with your purchase and are committed to resolving any genuine issues promptly.

Exchanges for Faulty Items

If your item is faulty, damaged, or incorrect, please contact us as soon as possible at poochandpoochette@gmail.com. We will assess the issue and, where possible, arrange an exchange for the same item.

Please note: Under Australian Consumer Law, you may be entitled to a repair, replacement, or refund if an item is faulty. We will always comply with these legal obligations. 

Change-of-Mind Returns

We do not accept returns or exchanges for change of mind. Please ensure you review your order carefully before completing your purchase.

Damages and Issues

Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect, contact us immediately so we can make it right.

Exceptions / Non-Returnable Items

For hygiene, safety, or customisation reasons, certain items cannot be returned or exchanged, including:

• Perishable goods (food, flowers, plants)

• Custom or personalised products

• Personal care items (beauty products)

• Hazardous materials, flammable liquids, or gases

International Orders (EU Customers)

If your order is shipped to the European Union, you are entitled to a 14-day right of withdrawal under EU law. Items must be returned unused, with tags attached, and in their original packaging.

Contact Us

For any questions regarding faulty items or exchanges, please email  poochandpoochette@gmail.com.