Refund policy
Last updated: 31 August 2026
Mandatory consumer rights
Our voluntary change-of-mind policy does not replace or limit mandatory consumer rights. Australian customers retain rights under the Australian Consumer Law, and customers in other jurisdictions retain mandatory, non-excludable rights under the law that applies to them.
If a product is faulty, unsafe, damaged, materially different from its description, or otherwise fails a consumer guarantee, contact hello@wildpupworld.com. Depending on the circumstances and applicable law, the available remedy may be a repair, replacement, refund or another appropriate solution. Wild Pup World—not an overseas supplier—is the customer’s point of contact.
For a major product problem, Australian consumers may be entitled to choose a refund or replacement under the Australian Consumer Law. For a minor problem, we may first offer a free repair or another remedy permitted by law. Customers elsewhere may have equivalent or additional mandatory remedies. Statutory rights are not limited to the 30-day change-of-mind period below.
30-day change-of-mind returns
In addition to statutory rights, Wild Pup World accepts eligible change-of-mind returns requested within 30 days after delivery.
To be eligible, the item must be unused, in its original condition and packaging, and accompanied by proof of purchase. Contact us before sending anything. We will provide return instructions and, where applicable, the authorised return destination.
Customers are responsible for return shipping costs for an approved change-of-mind return. Original or express shipping charges are not refundable for change-of-mind returns unless required by law.
Items not eligible for voluntary change-of-mind return
Unless faulty or otherwise protected by law, voluntary change-of-mind returns are not available for:
- personalised or made-to-order goods;
- gift cards;
- perishable goods;
- hygiene-sensitive or sealed goods after their seal has been opened; or
- items marked as final sale before purchase.
These exclusions do not remove remedies available for faulty, unsafe, damaged, incorrect or misdescribed products.
Incorrect, damaged or faulty items
Contact us as soon as practical with the order number, a description of the issue and any helpful photographs. Photographs can help us assess a claim but are not intended to remove rights available under law.
Where a return is required for a confirmed faulty, damaged or incorrect item, Wild Pup World will provide a prepaid return method or reimburse reasonable return costs when required by the Australian Consumer Law or other applicable mandatory law. We will not require a customer to bear a return cost that applicable mandatory law places on Wild Pup World.
Refund timing
When a refund is approved, it will be issued to the original payment method. Wild Pup World aims to process the refund within 10 business days after approval. A bank or payment provider may require additional time to display the funds.
Exchanges
If an exchange is available, contact us for instructions. Availability cannot be guaranteed. Where an exchange is not practical, another remedy may be offered as appropriate.
Order cancellations
Contact hello@wildpupworld.com immediately if an order needs to be cancelled. We will try to stop fulfilment but cannot guarantee cancellation after processing or dispatch has begun.
Starting a request
Email hello@wildpupworld.com with the order number and reason for the request. The authorised return destination may differ from the dispatch origin. Never send a product to the address shown on a parcel, to a fulfilment facility or to a supplier without written return instructions from Wild Pup World.