Returns & Refunds
30 days, no drama.
If your dog hates it, or it's the wrong size, or you changed your mind, you have 30 days from delivery to return it.
What we accept
- Unused items in original packaging: full refund or exchange, your choice.
- Wrong size ordered: free exchange. Email us and we'll send the right size before you post the first one back.
- Faulty or damaged on arrival: full refund or replacement, and we cover return postage. Send a photo within 7 days of delivery.
What we can't take back
- Opened balms (hygiene).
- Cover Suits or Chill Mats that have been used on a dog, unless faulty. A quick try-on for fit is fine; two weeks of recovery is not.
How to return
- Email hello@shadedogco.com.au with your order number and the reason.
- We reply within 1 business day with a return address and, for faulty items, a prepaid label.
- Refunds land on your original payment method within 5 business days of the item reaching us.
Change-of-mind returns are at your postage cost. Nothing in this policy limits your rights under the Australian Consumer Law.