Refund policy

Returns and refunds

The 30-day home trial

Every GentlePup product comes with a 30-day home trial from the day it
is delivered. Try it with your own dog. If it is not right for them,
email hello@gentlepup.com.au within 30 days and we will send you a free
Australian return label and refund the purchase price.

Used is fine. That is the point of a trial — we do not ask how often you
used it, and there is no restocking fee. Sale and discounted items are
included.

How to start a return

1. Email hello@gentlepup.com.au with your order number and a sentence
   about how it went. We reply within one business day.
2. We send a prepaid Australian return label.
3. Post it back in any packaging that protects it. The original box
   helps but is not required.
4. Once it arrives with us, we refund to your original payment method
   within [X] business days. Your bank may take a few days more to show
   it.

Faulty, damaged or wrong items

Contact us as soon as you notice. Send a photo if you can. We will
replace it or refund it, and we pay the return postage. This is separate
from the 30-day trial and is not limited to 30 days.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer
Law. Our goods come with guarantees that cannot be excluded. You are
entitled to a replacement or refund for a major failure, and to
compensation for any other reasonably foreseeable loss or damage. You
are also entitled to have goods repaired or replaced if they are not of
acceptable quality and the failure does not amount to a major failure.

These rights apply to sale and discounted items.

Exchanges

The quickest way is to return the item and place a new order, so you are
not waiting on us to receive the first one.

Gift cards

Gift cards cannot be returned for change of mind. This does not affect
your rights if something is faulty or not as described.

Questions

hello@gentlepup.com.au — Monday to Friday, 9am–5pm AEST.