Refund policy
Our 60-Day Money-Back Guarantee
We stand behind our products and want you to shop with confidence.
We offer a 60-day return period, meaning you have 60 days from the date you receive your item to request a return.
Your Consumer Rights
Nothing in this policy excludes, limits or overrides any rights you may have under applicable consumer protection laws in your country of residence.
Where local laws provide additional rights or remedies, those rights will apply.
Change of Mind Returns
Due to the nature of our products and international fulfilment process, we generally do not offer refunds, returns or exchanges for:
- Change of mind
- Ordering the wrong product
- Ordering the wrong quantity
- Accidental purchases
- Personal preference after delivery
- Purchasing multiple items with the intention of returning some of them
We encourage customers to carefully review all product photos, specifications and descriptions before placing an order.
If you have any questions before purchasing, please contact us and we'll be happy to help.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, faulty, or you receive the wrong item, please contact us within 7 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the packaging (where applicable)
Once reviewed, we'll provide an appropriate resolution, which may include a replacement, repair, store credit or refund.
Eligibility for Returns
Where a return is approved, the item must:
- Be returned in the same condition it was received (allowing for reasonable inspection)
- Be returned in its original packaging where possible
- Include proof of purchase
- Follow the return instructions provided by our support team
Returns sent without prior authorisation will not be accepted.
Please do not send items back without contacting us first.
Return Shipping Costs
Where a return is approved due to a damaged, faulty, defective or incorrect item, Owner's Best Friend™ will cover any reasonable return shipping costs where required by applicable law.
For all other approved returns, return shipping costs are the responsibility of the customer.
As our fulfilment operations are located overseas, approved returns may need to be sent to an overseas return address provided by our support team.
We recommend using a tracked shipping service, as we cannot issue refunds for items lost during return transit.
Orders in Transit
Once an order has been shipped, it cannot be cancelled.
Refunds cannot be issued while an order is actively in transit.
If a parcel is confirmed lost by the shipping carrier, we'll arrange either a replacement or a refund, as appropriate.
Incorrect Shipping Details
Customers are responsible for ensuring all shipping information is accurate at checkout.
We cannot provide refunds for orders delivered to an address entered incorrectly by the customer.
If you notice an error, please contact us immediately and we'll do our best to update your order before it ships.
Duplicate or Accidental Orders
We are not obligated to provide refunds for duplicate or accidental purchases.
However, if you contact us as soon as possible after placing your order, we'll do our best to assist before your order enters processing.
Cancelling or Modifying Your Order
Orders may be cancelled or modified within 3 hours of being placed.
After this time, your order may already be processed or prepared for shipment, meaning changes may no longer be possible.
All cancellation or modification requests must be sent to:
Messages sent through social media channels may not be seen in time to prevent processing.
Refund Processing
Once your refund has been approved:
- Refunds will be issued to the original payment method used for the purchase.
- Please allow up to 10 business days for the refund to be processed.
- Your bank or payment provider may require additional time for the funds to appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us.
Contact Us
If you have any questions regarding returns, refunds or your order, please contact us at:
Our team will always do its best to help and find a fair solution.
