EXCHANGES, RETURNS & REFUND POLICY

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You’re entitled to a exchange or credit within 5 days of receiving the product under the following circumstances:

1. The product is faulty.

2. Wrong items sent to you, product is different from what you have ordered. 

Subject to the above circumstances, certain products are non-refundable due to hygiene and safety standards reasons. We will assess each claim and will process base on case by case basis. 

• We do not accept exchanges or returns due to change of mind.
• We do not accept exchanges or returns due to damages by dog. 
• We do not accept exchanges or returns on sale items and gift cards.
• We do not accept exchanges or returns perishable goods (such as treats), personal care goods (such as shampoo, paw balms).
• For exchanges and returns, please email sales@shortiefriends.com.au with your order number and reason for returning your item.
• For fragile items such as glassware, it is the Buyer's responsibility to carefully pack the item to ensure the product is not damaged in transit. Unfortunately, damaged goods received by us will not be able to be refunded. ( Even if they are damaged during delivery from you back to us.) 

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.

Refunds 

We will not accept refunds for product damaged by your dog or product is no longer in original condition. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

We are not liable for shipping, exchange and refund fees if shipping address is submitted incorrectly when placing an order.