Refund policy

Returns & Refunds Policy – TotalDoggo

At TotalDoggo, we aim to keep things simple and fair. If something isn’t right, we’ll work with you to resolve it.

This policy is designed to be clear, practical, and aligned with Australian Consumer Law (ACL).

Returns Overview

We accept returns within 30 days of delivery, provided the item meets the conditions below.

Eligible Returns

To be eligible for a return:

  • Items must be unused, clean, and in original condition

  • Must be in original packaging (where applicable)

  • Must not fall under our non-returnable items list

Change of Mind

We do not accept returns for change of mind.

Please choose carefully and contact us before purchasing if you need help selecting the right product.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Dog treats or food products

  • Hygiene-related items

  • Any item that has been used, worn, or soiled (unless faulty)

Damaged or Faulty Items

If your order arrives damaged, defective, or not as described, you are entitled to a remedy under Australian Consumer Law.

Depending on the situation, we may offer:

  • Replacement

  • Refund

  • Store credit

Please contact us within a reasonable timeframe with:

  • Your order number

  • A description of the issue

  • Photos (if applicable)

Return Shipping

  • Customers are responsible for return shipping costs

  • We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items

If the item is confirmed to be faulty or incorrect, we may reimburse reasonable return shipping costs in line with ACL.

Refunds

Once we receive and inspect your return:

  • Refunds are processed within 3 business days

  • Issued via:

    • Original payment method, or

    • Store credit (your choice)

International Orders

We accept international returns under the same conditions:

  • Customer covers return shipping

  • Items must meet all return eligibility criteria

Please note, original shipping costs and any duties or taxes are non-refundable.

Return Address

All returns must be sent to:

New South Wales, Australia
Full return details will be provided upon approval

Your Rights Under Australian Consumer Law

Nothing in this policy excludes or limits your rights under 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.

How to Start a Return

To request a return, contact us with:

  • Your order number

  • Reason for return

  • Supporting photos (if applicable)

We will guide you through the next steps.

FAQ

Can I return an item if I change my mind?

No, TotalDoggo does not accept returns for change of mind. Please review your purchase carefully before completing your order.

How long do I have to return an item?

You have 30 days from delivery to request a return.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

What if my item arrives damaged?

If your item is damaged or defective, contact us and we will offer a replacement, refund, or store credit in line with Australian Consumer Law.

How long do refunds take?

Refunds are processed within 3 business days after the returned item is received and inspected.

Can I return dog treats or hygiene products?

No, due to safety and hygiene reasons, these items cannot be returned.

Do you accept international returns?

Yes, but customers must cover return shipping costs and meet all return conditions.

Final Note

We built TotalDoggo to make life better for dogs and their owners. If something goes wrong, we will work with you to resolve it.