Refund policy

Last updated: 29 October 2026

We test a lot and sell a little, so we stand behind what we ship. If something arrives wrong, damaged or not as described, we will put it right. If you simply change your mind, we offer a 14-day return on unopened items. This policy sets out how it works and forms part of our Terms & Conditions.

At a glance

Faulty, damaged or wrong item: tell us within 7 days of delivery, we fix it, we cover return shipping where a return is needed.
Change of mind: 14 days from delivery, unopened and in original packaging, you cover return shipping.
Opened food, treats, supplements, frozen or chilled goods: no change-of-mind returns, but your consumer-law rights always apply.
Refunds: to your original payment method, normally within 10 business days of us checking the return.
Contact: hello@chuffed.com.au with your order number and photos.

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The change-of-mind return in section 3 is an extra we offer on top of them.

2. Faulty, damaged, missing or incorrect items

Please check your order when it arrives and contact us within 7 days of delivery if anything is damaged, faulty, missing or not what you ordered. Telling us early helps us sort it out quickly; it does not limit your ACL rights if a fault appears later.

Email hello@chuffed.com.au with:

your order number
the product name
a short description of the problem
photos of the item, the packaging and, for food, the batch number and best-before date

Depending on the issue we will offer a replacement, a repair (where applicable), or a refund, as the ACL requires. For food and treats we may not need the product back; if we do, we will send a prepaid label or reimburse reasonable return postage. For a missing parcel, we will work with the courier to locate it and, if it cannot be found, replace or refund the order.

3. Change of mind

If you change your mind, you can return eligible items within 14 days of delivery for an exchange, store credit or refund.

Conditions

Unused, unopened and in the original sealed packaging, with any tags, seals and labels intact.
Accessories (toys, bowls, harnesses, lick mats and similar) must be unused and in resaleable condition with packaging and tags attached.
You cover return shipping, and the refund excludes the original delivery charge.
Items must reach us within 14 days of your return being approved.

Not eligible for change of mind

Opened or unsealed food, treats or supplements.
Frozen, chilled or perishable products.
Gift cards, clearance items and anything marked final sale.
Items damaged, used or soiled after delivery.

Your ACL rights still apply to all of these if the product is faulty.

4. Exchanges

We are happy to swap an eligible change-of-mind item for a different size, flavour or product where it is in stock. Email us with your order number and what you would like instead. If the replacement costs more we will send a payment link for the difference; if it costs less we refund the difference or issue store credit.

If the item you want is out of stock, we will offer store credit or a refund so you can reorder when it is back. Exchanges follow the same conditions and 14-day window as change-of-mind returns.

5. Food, treats, supplements and perishables

For health and safety reasons, opened food, treats and supplements cannot be returned unless there is a product fault.

If your pet doesn’t like it, please tell us anyway. We test everything we sell on our own animals, and fussy eaters are part of the job. Email us and we will help you find a better match, and may offer a discount on an alternative at our discretion.

Frozen and chilled items are shipped with insulated packaging and ice packs and sent with authority to leave. We cannot accept change-of-mind returns on them. If an item arrives thawed, spoiled or damaged, contact us the same day with photos and we will assess it under section 2.

Suspected product problems (mould, foreign objects, an unusual smell or a reaction in your pet) should be reported straight away with the batch number and best-before date so we can act on it with the manufacturer. Stop feeding the product and consult your vet if your pet is unwell.

6. Subscriptions, bundles and promotional orders

Subscription orders are covered by this policy in the same way as one-off orders. Returning a subscription delivery does not cancel the subscription; manage that from your account.
Bundles and starter packs are priced as a set. If you return part of a bundle for change of mind, we may recalculate the discount on the items you keep, and refund the balance.
Promotional orders (for example WELCOME10) may be refunded by store credit for change-of-mind returns, so the promotion is not lost. Faulty items are always refunded or replaced in full.

7. How to return something

Email us first at hello@chuffed.com.au within the relevant window, with your order number, the item, the reason, and photos if there is a problem. Please do not post anything back until we have replied, as unapproved returns may be delayed or refused.
We confirm the next step. We will tell you whether the item needs to come back and, if so, give you the return address and either a prepaid label (faulty or incorrect items) or instructions for posting it yourself (change of mind).
Pack it securely in its original packaging. Please use a tracked service for change-of-mind returns; items lost in transit on an untracked service are your responsibility.
We inspect it when it arrives and process your exchange, store credit or refund, normally within a few business days.

If you prefer, you can also reach us through the Help Centre or Contact page on our site.

8. Refunds and store credit

Refunds go to your original payment method once the returned item is received and inspected (or, where no return is needed, once we have confirmed the issue). After we process a refund, please allow 3 to 5 business days for the funds to appear, depending on your bank or payment provider.
Store credit can be issued straight away and used on your next order. It is non-transferable, cannot be redeemed for cash and may carry an expiry shown when issued.
Delivery charges are refunded when an item is faulty or we made a mistake, and not for change-of-mind returns.
Part refunds may apply where a bundle discount is recalculated or an item is returned in a condition that does not meet section 3.
We may reasonably decline a refund where an item is returned used, damaged, outside the window, or without prior approval, unless the ACL requires otherwise.

9. Product recalls

If a product you bought is recalled by us, the manufacturer or a regulator, we will contact you using the details on your order and tell you what to do. Please stop using the product immediately and follow the recall instructions. Your remedy is as set out in the recall notice and the ACL, and where a return is required we will cover reasonable return costs.

10. A few things to know

This policy applies to purchases made on chuffed.com.au and is governed by our Terms & Conditions. If there is any inconsistency, the Terms prevail except where this policy gives you more.
We may update this policy from time to time. The version in force when you placed your order applies to that order.
Nothing here limits your rights under the Australian Consumer Law. If we cannot resolve an issue, you can contact Consumer Affairs Victoria or the consumer protection agency in your state or territory.