Refund policy

Refund policy

Pudel Pty Ltd · ABN 78 698 370 884

Change of mind

We do not offer returns, exchanges or refunds for change of mind, including if you ordered the wrong product or your dog does not like a treat. This applies to opened and unopened products.

This does not affect your rights when goods are faulty, unsafe, damaged, incorrect or not as described.

Your Australian Consumer Law rights

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

For a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage.

For a minor failure, we will provide an appropriate remedy within a reasonable time. If we do not, further rights may apply.

These rights are not limited to a one-off replacement, a fixed claim period, unopened goods or original packaging.

How to report a problem

Email woof@pudel.com.au with your order number or other proof of purchase and a description of the problem.

Photos and the batch or best-before details, where available, help us assess your claim. Stop feeding a product you suspect is unsafe and retain it safely while we arrange assessment. Contact your veterinarian promptly if your dog is unwell.

Returns and postage

Contact us before posting a return so we can provide instructions and the correct return address. We may need to assess the product before determining the appropriate remedy.

For a confirmed fault or an item sent in error, we cover reasonable return postage. Please retain any postage receipts. No restocking fee applies to a remedy under Australian Consumer Law.

Refund processing

Approved refunds are processed to the original payment method within five business days, unless another method is agreed. Your payment provider may take additional time to display the funds.

Any shipping refund or compensation required by law is included.

Natural variation

Natural treats can vary in colour, shape, texture and size. This variation does not excuse a product being unsafe, faulty or inconsistent with its description.

Contact

Pudel Pty Ltd
ABN 78 698 370 884
Email: woof@pudel.com.au