Refund & Returns Policy

Last updated: October 21, 2026

At The Canine Lounge, we stand by the quality of our products and work with trusted suppliers to provide a reliable shopping experience.

We understand that shopping online can sometimes be challenging, especially when selecting the right size for your dog. If you have questions before ordering, we're always happy to help.

As a small, curated store, we do not offer returns or exchanges for change of mind or incorrect size selection, except where required by applicable consumer protection laws.

Please review all product descriptions, measurements, sizing guides, and suitability information carefully before completing your purchase.

Change of Mind & Sizing

We do not accept returns or exchanges solely for:

• Change of mind.
• Incorrect size selection by the customer.
• Colour preference.

We provide product measurements and sizing guidance to help customers choose suitable products before ordering.

If you're uncertain about sizing, please contact us before purchasing.

This policy does not affect your rights if an item is faulty, does not match its description, or fails to meet applicable consumer guarantees.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, is defective, is incorrect, or does not reasonably match its published description or measurements, please contact us at hello@thecaninelounge.com as soon as reasonably possible.

To help us review your concern, please provide:

• Your order number.
• A brief explanation of the issue.
• Clear photographs showing the problem, where available.

We may request additional information reasonably necessary to assess the issue.

Each case will be reviewed based on the circumstances and applicable consumer protection laws.

Where a product fails to meet applicable consumer guarantees, an appropriate remedy may include a repair, replacement, refund, or other remedy as required by law.

Your statutory consumer rights are not restricted by a fixed reporting deadline.

Sizing Concerns

If you believe the product you received does not reasonably match the measurements shown in our published size chart, please contact us.

We may ask you to provide:

• The measurements used when selecting the product.
• Photographs showing the sizing concern, where practical.
• Any other relevant information that may help us understand the issue.

Please note that a dog's body shape, breed, proportions, and coat thickness can affect how a harness fits.

Differences in fit do not automatically establish that a product is defective or incorrectly sized. However, we will review concerns where a product does not match its description, is unsuitable for a purpose made known before purchase, or may fail to meet applicable consumer guarantees.

If a harness causes rubbing, redness, or discomfort, discontinue its use and contact us if you believe there is a product-related issue.

Goodwill Replacements

Although we do not normally offer exchanges for incorrect size selection or change of mind, we understand that individual circumstances may arise.

At our discretion, we may offer one goodwill replacement per order where appropriate.

Goodwill replacements are considered individually and are not guaranteed.

Any goodwill arrangement is separate from, and does not limit, a customer's rights to remedies under applicable consumer protection laws.

Returns & Return Shipping

If a return is necessary, please contact us before sending the item so we can provide the appropriate instructions.

Where a product is confirmed to be faulty or fails to meet applicable consumer guarantees, reasonable return shipping costs will be handled in accordance with applicable law.

Please retain any relevant postage receipts or tracking information.

Customers are not required to retain original packaging to exercise statutory rights relating to faulty products.

Unclaimed Parcels

If a parcel is returned because it was unclaimed, an incorrect or incomplete shipping address was provided, or delivery attempts were unsuccessful, please contact us so we can review the circumstances.

Where a parcel is successfully returned to the sender, reshipment may be available upon request.

Additional shipping charges may apply where the unsuccessful delivery resulted from circumstances attributable to the customer, subject to applicable consumer protection laws.

Refunds or replacements will depend on the circumstances and any applicable legal obligations.

Customers are encouraged to monitor their tracking information and collect parcels within the carrier's specified holding period.

Reporting an Order Issue

If you experience a problem with your order, we encourage you to contact us as soon as reasonably possible.

Prompt communication helps us investigate concerns, review available information, and work toward an appropriate resolution.

We assess complaints individually and in accordance with applicable consumer protection laws.

Consumer Rights

Nothing in this policy excludes, restricts, or modifies any statutory consumer rights or remedies that cannot lawfully be excluded.

This includes rights under the Australian Consumer Law and New Zealand's Consumer Guarantees Act, where applicable.

Need Help?

If you have questions about your order, product sizing, or a potential product issue, please contact us at:

hello@thecaninelounge.com

Our official customer support hours are Monday to Friday, and we aim to respond to enquiries within 1 business day.

We're here to help and will do our best to provide a fair and reasonable resolution.