At CosyPets Australia, we stand behind the quality of our products. Because we specialize in pet-related goods, we aim for high quality products. Please read our policy below regarding returns and refunds.

1. No Change of Mind Returns

Please choose your items carefully. In accordance with Australian Consumer Law, we do not offer returns, refunds, or exchanges if you change your mind, decide you don’t like the product, or realized you ordered the wrong size/color.

2. 30-Day Quality Guarantee (Damaged or Faulty Items)

We provide a 30-day return window strictly for items that arrive defective, damaged, or if you received the incorrect item.

• 10-Day Reporting Window: You must inspect your order upon delivery and contact us at hello@cosypets.com.au within 10 days to report any transit damage or defects.
• Condition for Return: To be eligible, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

3. Pet Damage Exclusion

Our guarantee covers manufacturing defects and shipping damage only. It does not cover damage caused by pets. Items that show signs of being chewed, scratched, bitten, or soiled by an animal will not be eligible for a refund or replacement. All returns undergo a thorough inspection; if the damage is determined to be caused by a pet rather than a product fault, the claim will be denied.

4. How to Start a Return

To start a return for a damaged item, contact us at hello@cosypets.com.au with:

1. Your Order Number.
2. Clear photos of the damage/defect and the shipping packaging.

If your return is accepted, we will send you a pre-paid return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.

5. Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

• Used pet bedding or apparel.
• Perishable goods (pet treats/food).
• Personalized or custom orders.
• Sale items or gift cards.

6. Refunds

Once we receive and inspect your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.