Refund policy

Last updated: 25 September 2026

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

Faulty, damaged or incorrect items

Email contact@wagandnest.com with your order number and clear photos or a short video of the issue. We aim to reply within 2 business days. Depending on the issue, we will offer a replacement, refund, repair or another remedy consistent with Australian Consumer Law. We cover reasonable return costs for faulty or incorrect items.

Change-of-mind returns

We accept change-of-mind returns requested within 30 days of delivery when the item is unused, clean, in its original packaging and has not been chewed, scratched, washed or used by a pet. Contact us before returning anything so we can provide the correct return instructions. Return shipping for change-of-mind returns is paid by the customer and original shipping costs are not refundable.

Hygiene exclusions

We cannot accept change-of-mind returns for opened grooming or care products, or pet items that have been used. This does not affect your rights if an item is faulty, unsafe or not as described.

Refunds

Approved refunds are issued to the original payment method within 5 business days. Your bank or payment provider may take additional time to display the refund.

Damaged parcels

If a parcel arrives damaged, photograph the packaging and product and contact us as soon as possible. Reporting damage within 7 days helps us resolve the issue quickly, but it does not limit your rights under Australian Consumer Law.

Contact

Email: contact@wagandnest.com
Response time: within 2 business days.