Chuffed 100% Money-Back Guarantee
At Chuffed, we’re passionate about creating quality products that make pets — and their people — truly happy. We back every item we sell with our 100% Money Back Guarantee, because we believe in doing right by our customers.
This guarantee is designed to give you complete confidence when shopping with us, and to ensure that if something doesn’t go as expected, we’ll make it right — fairly, quickly, and with respect.
1. Change of Mind
We understand that sometimes you may simply change your mind. If you decide a product isn’t quite what you wanted, we’re happy to offer a refund, exchange, or store credit, provided the following conditions are met:
Your return request is made within 14 days of delivery.
The product is unused, unopened, and in its original packaging.
The item is in resalable condition, without signs of damage, wear, or contamination.
You are responsible for the return shipping costs.
Once we receive and inspect the returned item, we’ll process your refund to your original payment method or issue a store credit, depending on your preference.
Please note that shipping and handling costs are non-refundable, except where required under the Australian Consumer Law.
2. Damaged, Defective, or Incorrect Goods
We take great care in packaging and shipping, but occasionally things can go wrong. If your item arrives damaged, defective, or incorrect, please contact us as soon as possible.
To help us resolve your claim quickly, please:
Notify us within 7 days of receiving your order (earlier is even better).
Provide a brief description of the issue and photo evidence of the product and packaging.
Keep the original packaging until your claim is finalised.
Once we verify the issue, we’ll offer one of the following at our discretion:
A replacement of the same item,
A store credit for the full purchase value, or
A 100% refund to your original payment method.
You’ll never be left out of pocket for a genuine product fault.
Note: The 7-day timeframe helps us process issues quickly, but your rights under the Australian Consumer Law are not limited by this policy.
3. Pet Food and Treat Returns
For hygiene and safety reasons, we cannot accept returns of opened pet food, treats, or consumable products — unless the item is faulty, damaged, or incorrectly supplied.
If your pet food or treat arrives in poor condition or does not match your order, we’ll replace it or issue a full refund once the issue is confirmed.
4. Refund Process
Once your return or claim is approved, we’ll:
Confirm receipt of your returned item (if applicable),
Process your refund within 5–7 business days, and
Notify you by email when your refund or replacement has been finalised.
Refunds will be issued to your original payment method, unless you request otherwise. Store credits (if chosen) will be valid for 12 months from the date of issue.
5. Fair Use and Exclusions
We want our guarantee to be generous but fair. To prevent misuse, please note that the 100% Money Back Guarantee does not apply where:
The product has been used, opened, or altered.
The item shows signs of misuse, neglect, or intentional damage.
The return is made outside the 14-day change-of-mind window, unless covered by ACL rights.
The issue results from circumstances beyond our control (e.g., shipping delays, incorrect address details provided by the customer).
We reserve the right to refuse a return or refund if the above conditions are not met, or if there is reasonable evidence of policy misuse.
6. Your Rights Under Australian Consumer Law
Our 100% Money Back Guarantee operates in addition to your rights under the Australian Consumer Law.
If a product you purchase from Chuffed is faulty, unsafe, does not match its description, or fails to perform as promised, you are entitled to a remedy — such as a repair, replacement, or refund — under the law.
Nothing in this policy limits or replaces those statutory rights.
For more information, visit the Australian Competition and Consumer Commission (ACCC) website: www.accc.gov.au/consumers
7. How to Make a Return or Claim
If you need to make a return, please email our team at [email protected] with the following details:
Your full name and order number
The product name
A short description of the issue
Any relevant photos or supporting evidence
Our customer support team will guide you through the process and make it as easy as possible.
8. Our Promise
At Chuffed, we want you to feel secure every time you shop with us. Our 100% Money Back Guarantee is more than a policy — it’s our promise to treat you with honesty, fairness, and respect.
We’re confident you’ll love our products. But if something’s not right, we’ll fix it — no fuss, no stress, and no risk to you.