Refund policy

<p><em>Last updated 29 September 2026</em></p>
<p>Short version: if it doesn't fit, we swap it free. If it's faulty, we replace or refund it and cover the postage. If you've changed your mind, you have 30 days.</p>

<h2>Wrong size? We swap it, free.</h2>
<p>If the Cover Suit (or anything else sized) doesn't fit, email us within 30 days of delivery with your order number, your dog's breed and weight, and the size you received. We'll send the right size at no charge. In most cases you won't need to post the original back; if we do need it, we'll say so and cover the postage.</p>
<p>Not sure which size to order in the first place? Email us breed and weight before you buy and we'll size your dog for you.</p>

<h2>Changed your mind?</h2>
<p>You can return unused items in their original condition and packaging within 30 days of delivery for a refund of the item price. Email us first so we can give you a return reference and the address to send it to. Return postage for change-of-mind returns is at your cost, and we recommend tracked post, because we can't refund what doesn't arrive.</p>
<p>For hygiene reasons we can't accept change-of-mind returns on Paw + Nose Balm that has been opened, or on lick mats that have been used. This doesn't affect your rights if something is faulty.</p>

<h2>Arrived damaged, faulty or not what you ordered?</h2>
<p>Email us within 7 days of delivery with a photo and your order number. We'll replace it or refund it, whichever you prefer, and any postage is on us. You won't be asked to argue with a courier.</p>

<h2>Kits and bundles</h2>
<p>You can return part of a kit. The refund is the kit price less the normal price of what you keep. For example, returning the suit from a Cone-Free Recovery Kit and keeping the lick mats refunds the kit price minus the lick mats' normal price.</p>

<h2>Refunds</h2>
<p>Refunds go back to the original payment method. We process them within 2 business days of receiving your return (or, for damaged or faulty items, of agreeing it with you). Your bank or card issuer can take a further 5–10 business days to show it.</p>
<p>Original shipping charges are refunded for faulty, damaged or incorrect items, but not for change-of-mind returns. If a return takes your order below a free-gift threshold, either the gift comes back with the return or its normal price is deducted from the refund.</p>

<h2>Your rights under Australian Consumer Law</h2>
<p>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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.</p>

<h2>How to reach us</h2>
<p>Email <a href="mailto:hello@shadedogco.com.au">hello@shadedogco.com.au</a> with your order number. We reply within one business day.</p>