Returns Policy
RETURNS POLICY
Last updated: 15/09/26
At Whisker & Wolf, we want you and your pet to be completely happy with your purchase. Please read our returns policy carefully before placing an order.
No Returns for Change of Mind
Due to the hygienic nature of our products, we do not accept returns or exchanges for change of mind, incorrect sizing preference, or if you simply no longer want the item. This applies to all products sold by Whisker & Wolf, including our cooling mats and water fountains, as these are items that come into direct contact with pets and cannot be resold once opened or used.
We encourage you to carefully review product descriptions and specifications before completing your purchase. If you have any questions before buying, contact us at contact@whiskernwolf.com and we're happy to help.
Faulty or Damaged Items
If your item arrives faulty, damaged, or does not match its description, we want to know as soon as possible. We ask that you contact us within 2 days of receiving your order so we can investigate and resolve the issue quickly. This timeframe is a guide to help us assist you efficiently, not a limit on your legal rights if you notice a problem after this window, please still get in touch and we will assess it.
To lodge a claim, please provide:
- Your order number
- A clear photo or video showing the fault or damage
- A brief description of the issue
Every claim is reviewed and investigated by our team. Submitting a claim does not automatically guarantee a specific outcome — we assess whether the issue is genuinely a fault attributable to us, such as a manufacturing defect or fulfillment error, rather than damage caused by misuse, normal wear and tear, or failure to follow included care instructions.
Where we determine there is a minor issue with your product, we may offer a repair, replacement, or a store voucher to the value of your order, at our discretion.
Where there is a major issue with your product (for example, it is significantly different from its description, unsafe, or not fit for its normal purpose and can't be reasonably fixed), you are entitled to choose between a full refund or a replacement, in line with your rights under the Australian Consumer Law. We will always offer this choice for major faults, even though our default resolution for other approved claims is a store voucher.
Incorrect or Missing Items
If you receive the wrong item or your order arrives incomplete, please contact us within 2 days of delivery with your order number and photos of what you received. We will investigate and resolve confirmed cases by sending the correct item, offering a refund, or issuing a voucher, depending on the circumstances.
How to Contact Us
Whisker & Wolf
Email: contact@whiskernwolf.com
Please include your order number and photo/video evidence of the issue so we can investigate as quickly as possible.
Your Consumer Rights
Our goods 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits, excludes, or restricts these rights.