Refund policy
Returns & Refunds – Coco Pooch
- At Coco Pooch, we want you and your furry friend to love your purchase.
Change-of-Mind Returns
We accept change-of-mind returns within 14 days of delivery.
- To be eligible, items must:
- Be unused and in their original condition
- Have all original tags attached
- Not have been worn, washed or damaged
For hygiene reasons, we cannot accept change-of-mind returns on items that have been worn or used.
Size Exchanges
If your item doesn't fit, you can request a size exchange within 14 days of delivery. Items must meet the same unused-condition and tag requirements listed above.
For change-of-mind size exchanges, customers are responsible for both return shipping and shipping the replacement item.
To request a size exchange, email hello@cocopooch.com with your order number and the size you need. Please contact us before sending your item back.
Return Shipping
Customers are responsible for return shipping costs for change-of-mind returns.
If an item is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with Australian Consumer Law, including covering reasonable return shipping costs where required.
Refunds
Once we receive and inspect your change-of-mind return, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method. Your payment provider may take additional time to process the refund.
Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged or incorrect item, please contact us as soon as possible at hello@cocopooch.com so we can help resolve the issue.
Depending on the circumstances and your rights under Australian Consumer Law, you may be entitled to a repair, replacement or refund.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
Nothing in this policy limits or excludes your rights under Australian Consumer Law. These rights apply independently of our 14-day change-of-mind returns policy.
How to Start a Return
To request a return, please email hello@cocopooch.com with your order number and the reason for your return.
Please contact us before sending any items back so we can provide return instructions.
We're always happy to help!