RETURNS & REFUNDS POLICY

At KuWoof, we want you and your pet to be happy with your purchase. Please read this Returns & Refunds Policy carefully before submitting a return request.

Nothing in this policy excludes, restricts or limits your rights under the Australian Consumer Law.

1. Change-of-Mind and Sizing Returns

We accept eligible change-of-mind and sizing return requests submitted within 14 days of the order being delivered or collected.

To be eligible for a return, the item must be:

• Unworn, unused and unwashed

• Free from pet hair, fur, odours, stains, dirt and damage

• In its original condition

• Returned with all original tags and packaging attached

• Accompanied by valid proof of purchase

For hygiene reasons, we cannot accept items that have been worn by a pet, used for an extended fitting, washed or returned with pet hair, odours, stains, dirt, damage or other signs of use.

Trying an item on briefly for sizing is permitted, provided the item remains clean, undamaged and in a resalable condition.

Approved change-of-mind or incorrect-sizing returns may be exchanged for another size or issued as store credit.

Refunds to the original payment method are not generally provided for change-of-mind or incorrect-sizing returns unless otherwise agreed by KuWoof.

Customers are responsible for checking the product measurements and applicable size guide before placing an order.

For orders collected through free local pickup, the 14-day return period begins on the date the order is collected.

2. Return Shipping Costs

For change-of-mind, incorrect-sizing, colour-preference, style-preference or other non-fault returns, customers are responsible for all return shipping costs.

The original shipping fee paid when placing the order is non-refundable.

This includes:

• Standard shipping charges

• Express shipping charges

• Delivery surcharges

• Redelivery charges

• Other delivery-related fees

When an eligible return is approved, any exchange, store credit or agreed refund will apply to the eligible returned product only. The original shipping fee will not be included.

If an order qualified for free shipping, the actual shipping cost originally covered by KuWoof will not normally be deducted from the value of an approved change-of-mind return unless this was clearly disclosed before purchase.

Orders collected through our free local pickup service do not incur an original shipping fee.

We recommend using a tracked shipping service when returning an item. KuWoof is not responsible for return parcels that are lost, delayed or damaged while being sent back to us by the customer.

Do not send an item back before receiving return approval and return instructions from KuWoof.

These conditions do not apply where an item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law.

3. Exchange Shipping Costs

Exchanges are subject to product and size availability.

For change-of-mind and sizing exchanges, the customer is responsible for:

• The cost of returning the original item to KuWoof

• Any applicable shipping cost for sending the replacement item to the customer

The original shipping fee paid with the initial order will not be transferred, credited or refunded.

If the original order was collected through free local pickup, the replacement item may also be collected without a shipping fee, subject to prior confirmation that it is ready for collection.

For faster service, customers may return the eligible item and place a separate new order.

4. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it is delivered or collected.

Contact us promptly if your item:

• Arrives damaged

• Has a manufacturing fault

• Is significantly different from its description

• Is the wrong product, colour or size due to an error by KuWoof

• Does not meet an applicable consumer guarantee under the Australian Consumer Law

Please email kuwangpet@outlook.com and provide:

• Your full name

• Your order number

• A description of the issue

• Clear photos or videos showing the item and the problem

• A photo of the product label and packaging, where applicable

We may need to inspect or assess the item before confirming the appropriate remedy.

If a product has a major problem, you may be entitled to choose between a replacement or refund in accordance with the Australian Consumer Law.

If the problem is minor, KuWoof may choose to repair the item, replace it or provide another appropriate remedy within a reasonable period.

Where an item is confirmed to be faulty, damaged or incorrectly supplied by KuWoof, we will cover or reimburse reasonable return shipping costs where required. Please keep your shipping receipt as proof of the amount paid.

Where applicable, the original shipping fee may also be refunded if required under the Australian Consumer Law.

Damage caused by misuse, incorrect washing, failure to follow care instructions, normal wear and tear, scratching, chewing, pulling or other damage caused by the pet is not considered a manufacturing fault.

5. Non-Returnable Items

Unless required under the Australian Consumer Law, we do not accept returns for:

• Items that have been worn, used or washed

• Items containing pet hair, fur, odours, stains, dirt or signs of use

• Items damaged by a pet, including chewing, scratching or pulling

• Items damaged through misuse or incorrect care

• Items without their original tags or packaging

• Personalised or customised products

• Final-sale or clearance products clearly marked as non-returnable

• Gift cards

• Items returned without first contacting KuWoof

• Items returned outside the stated return period

• Items that do not meet the return eligibility conditions in this policy

Sale, clearance, personalised and customised products remain covered by the Australian Consumer Law where they are faulty or fail to meet an applicable consumer guarantee.

A return will not be refused solely because prior approval was not obtained where the customer is exercising a right available under the Australian Consumer Law.

6. Exchanges

Once we receive and inspect the returned item, we will notify you whether the exchange has been approved.

If the requested product or size is unavailable, we may offer:

• A different available size or product

• Store credit

• Another suitable option agreed with the customer

Change-of-mind and sizing exchanges remain subject to the return and replacement shipping costs described in this policy.

Faulty, damaged and incorrectly supplied items will be handled separately in accordance with the Australian Consumer Law.

7. Refunds and Store Credit

Once your returned item has been received and inspected, we will notify you of the outcome.

For approved change-of-mind or incorrect-sizing returns, KuWoof will generally provide an exchange or store credit rather than a refund to the original payment method.

Where a refund to the original payment method is approved by KuWoof or required under the Australian Consumer Law, it will be processed using the original payment method unless otherwise agreed.

Please allow several business days for your bank, card issuer or payment provider to process the refund after it has been issued.

Important Shipping Fee Notice

Original shipping charges are not refundable for change-of-mind, incorrect-sizing, colour-preference, style-preference or other non-fault returns.

Return shipping costs are also the customer’s responsibility for these returns.

Where an item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, shipping costs will be handled in accordance with the customer’s legal rights.

For voluntary returns that are not covered by the Australian Consumer Law, KuWoof may reject the return or reduce the amount of store credit or agreed refund if the item has been used, damaged, washed, contaminated or returned in a condition that reduces its resale value.

This does not permit KuWoof to reduce a refund where doing so would be prohibited under the Australian Consumer Law.

8. Order Cancellations

Please contact us as soon as possible if you need to cancel or change an order.

We cannot guarantee that an order can be cancelled or changed after it has entered processing, quality inspection, packing or dispatch.

If an order has already been dispatched, the original shipping fee will not be refundable for a change-of-mind cancellation. The order must be returned in accordance with this policy, and the customer will be responsible for the return shipping cost.

If an order has already been prepared for local pickup, please contact us before attending the pickup location.

Nothing in this section limits any rights available under the Australian Consumer Law.

9. How to Request a Return

To request a return, email us at kuwangpet@outlook.com and include:

• Your full name

• Your order number

• The item you wish to return

• The reason for the return

• Supporting photos or videos if the item is faulty, damaged or incorrect

If your return is approved, we will provide return instructions and confirm the applicable return address.

Returns sent without prior communication may be delayed or may not be accepted where the return is a voluntary change-of-mind or sizing return.

Return Address

KuWoof
2/375 Bayswater Road
Bayswater North, VIC 3153
Australia

Please do not return products to the address shown on the original shipping label unless instructed by KuWoof.

Returning an item directly to our warehouse must be arranged and confirmed in advance. Please do not arrive at the warehouse to return an item without prior confirmation.

10. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, you may be entitled to a repair, replacement, refund, compensation or another remedy if a product fails to meet an applicable consumer guarantee.

This policy operates in addition to, and does not limit, any rights or remedies available under the Australian Consumer Law.

11. Contact Us

For questions about returns, exchanges, refunds or return shipping, please contact:

KuWoof
Email: kuwangpet@outlook.com
Address: 2/375 Bayswater Road, Bayswater North, VIC 3153, Australia