Returns & Refunds

Our 30-day returns, condition rules, damaged-item process and how to start a return. Simple, owner-to-owner.

Returns & Refunds

If it's not right, we'll make it right. Here's how returns work.

Our window

You have 30 days from delivery to start a return on eligible items.

Condition rules

Items must be unused, in original condition and packaging, with tags attached where applicable. For hygiene reasons, some items can only be returned if unopened (see exclusions).

Exclusions

Used or washed items
Final-sale or clearance items
Hygiene-sensitive items (e.g. opened lick mats or feeders)

Damaged or faulty items

If something arrives damaged or faulty, email support@loyalretrieverco.com within 30 days with your order number and a photo. We'll arrange a replacement or refund at no cost to you. Nothing about this policy limits your rights under the Australian Consumer Law.

Exchanges

Need a different size? Start a return for the original and place a new order for the right one — that's the fastest way to get the correct item.

How to start a return

Email support@loyalretrieverco.com your order number and the item you want to return.
We'll reply with return instructions and the address.
Send it back in its original condition.
Once it arrives and passes a quick check, we issue your refund to the original payment method.

FAQ

How long until I'm refunded? 10 business days after we receive and check the item; your bank may take a little longer to show it.
Who pays return postage? You do for change-of-mind; we do for faulty or wrong items.
Can I return a used item? Only if it's faulty. Used change-of-mind returns aren't eligible.
I lost my order number. Check your confirmation email or contact us.

Related: Shipping & Delivery