Refund & Returns Policy

Last updated: 24 September 2026

At Wag&Nest we want every toy to be chased, every bed to be napped in and every harness to make walks easier. If something isn't right, we'll sort it out. This policy explains how, and it never takes away your rights under Australian Consumer Law.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In plain English: if a product arrives faulty, damaged, not as described or doesn't do what we said it would, you're covered. No fine print, no "no refunds" nonsense.

Faulty, damaged or wrong items

• Email us at contact@wagandnest.com with your order number and a photo or short video of the problem.
• We'll reply within 2 business days with a solution: a replacement, a refund or, for minor issues, a repair or partial refund if you prefer.
• For a major failure, you choose between a refund or replacement.
• We cover the cost of returning faulty or incorrect items. In many cases we won't even need the item back.

Changed your mind? 30-day happy tail guarantee

Sometimes the cat decides the box is better than the bed. We get it. We accept change-of-mind returns within 30 days of delivery if:

• the item is unused, clean and in its original packaging;
• it hasn't been chewed, scratched, washed or used by your pet (for hygiene reasons, we can't resell used pet items);
• you contact us first so we can give you the correct return address. Please don't send items back without contacting us, as our products ship from different fulfilment centres.

For change-of-mind returns, return shipping is paid by you, and original shipping costs are non-refundable. We recommend using a tracked service.

Items we can't accept for change of mind

For hygiene and safety reasons, we can't accept change-of-mind returns on opened grooming and care products (sprays, balms, creams, drops, wipes and dental products), or on items your pet has used. This does not affect your rights if the item is faulty.

Refunds

Once your return is received and checked (or once we've confirmed a fault), we'll process your refund to your original payment method within 5 business days. Your bank may take a few more days to show it.

Damaged in transit

If your parcel arrives damaged, please take a photo of the packaging and product and email us within 7 days so we can send a replacement quickly. You can still contact us after that time, as your consumer rights still apply.

Need help?

Email contact@wagandnest.com. We're a small Aussie pet business based in Cable Beach, WA, and a real person will reply.