Refund policy

Returns and Refunds Policy

Coast and Canine Collective

Last updated: 20/05/2026

1. Overview

At Coast and Canine Collective, we want you to be satisfied with your purchase. This Returns and Refunds Policy outlines your rights and our obligations, including your rights under the Australian Consumer Law (ACL).

2. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

·       A refund, replacement or repair if a product has a major failure

·       A repair or replacement if a product has a minor fault

A product is considered to have a major failure if it:

·       Is unsafe

·       Is significantly different from its description

·       Is not fit for its intended purpose

Nothing in this policy excludes your rights under the Australian Consumer Law.

3. Warranty

In addition to your rights under the Australian Consumer Law, Coast and Canine Collective offers a 6 month warranty from the date of purchase on collars and leashes.

This warranty covers:

·       Manufacturing defects

·       Faulty hardware (e.g. buckles, clips, D-rings)

·       Material faults not caused by normal wear and tear

This warranty does not cover:

·       Normal wear and tear

·       Damage caused by misuse, improper use or incorrect fitting

·       Damage caused by chewing, pulling or excessive force

·       Cosmetic damage (e.g. scratches, fading, discolouration)

·       Damage caused by failure to follow care instructions

If a warranty claim is approved, we will:

·       Repair the product where possible, or

·       Replace the product, or

·       Provide a refund (where repair or replacement is not possible)

Customers must provide proof of purchase and supporting photos of the issue.

4. Change of Mind Returns

We are not required to accept returns for change of mind, however we may offer a return at our discretion subject to the following conditions:

·       Return request must be made within 14 days of delivery

·       Item must be unused, unworn and in original condition

·       Item must be in original packaging

·       Proof of purchase must be provided

If approved:

·       A store credit or exchange will be issued

·       Return shipping costs are the responsibility of the customer

·       Original shipping costs are non-refundable

We reserve the right to refuse returns that do not meet these conditions.

5. Faulty or Damaged Items

If your item is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order.

You will be required to provide:

·       Order number

·       Description of the issue

·       Clear photos showing the fault or damage

If the issue is confirmed, we will:

·       Replace the item, or

·       Repair the item (where applicable), or

·       Provide a refund

We will cover reasonable return shipping costs for faulty items.

6. Incorrect Orders

If you receive the wrong item, please contact us within 7 days of delivery.

We will arrange:

·       Return of the incorrect item

·       Replacement or refund

7. Non-Returnable Items

For hygiene and safety reasons, we may not accept returns for:

·       Used collars or leashes

·       Items showing signs of wear or damage after use

·       Custom or personalised items (if applicable)

These exclusions do not apply where the product is faulty under Australian Consumer Law.

8. Return Process

To request a return:

1.      Contact us at [Insert email address]

2.     Include your order number and reason for return

3.     Wait for return approval and instructions

4.     Send the item back using a trackable shipping method

We are not responsible for lost returns that are not tracked.

9. Refunds

Once your return is received and inspected:

·       Approved refunds will be processed to your original payment method

·       Processing time may vary depending on your payment provider

We reserve the right to refuse refunds where items do not meet return conditions.

10. Shipping Costs

·       Shipping costs are non-refundable unless the item is faulty or incorrect

·       Return postage for change of mind is at the customer’s expense

·       We recommend using tracked shipping for all returns

11. Product Care Responsibility

Customers are responsible for:

·       Selecting the appropriate product for their pet

·       Ensuring correct fit and safe use

·       Inspecting products before and during use

Damage caused by misuse, improper fitting or normal wear and tear will not be considered a fault.

12. Contact Us

For return requests or enquiries, please contact:

Coast and Canine Collective
Email: info@coastandcaninecollective.com.au
Location: NSW, Australia