Refund policy
At K9Curations, we want you to shop with confidence. That’s why eligible purchases are backed by our 30-Day Money-Back Guarantee.
30-Day Money-Back Guarantee
If you’re not completely happy with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a refund under our 30-Day Money-Back Guarantee, your item must be:
- unused and unwashed
- in the same condition you received it
- returned with its original packaging, where possible
- accompanied by a receipt or proof of purchase
To start a return, please contact us at hello@k9curations.com.au before sending your item back.
Once your return has been received and inspected, we’ll process your refund to your original payment method.
Please note that return shipping costs for change-of-mind returns are the customer’s responsibility.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, faulty or you receive the wrong product, please contact us as soon as possible at hello@k9curations.com.au so we can assess the issue and make it right.
Depending on the circumstances and your rights under Australian Consumer Law, the appropriate remedy may include a repair, replacement or refund.
Where the item is confirmed to be faulty, damaged on arrival or incorrect, K9Curations will cover reasonable return shipping costs.
Non-Returnable Items
We cannot accept returns under our 30-Day Money-Back Guarantee if an item:
- has been used or washed
- has been damaged after delivery
- is not returned in its original condition
- is a gift card
- is a custom or personalised product, unless it is faulty
Sale items may still be eligible for a return unless they were clearly marked as final sale before purchase.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Please contact us at hello@k9curations.com.au before returning the item so we can confirm its eligibility and provide return instructions.
Refunds
Once we receive your returned item, we’ll inspect it and let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank, card provider or payment service may take additional time to process and display the refund.
Original shipping charges are not refundable for change-of-mind returns, unless required by law.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@k9curations.com.au.