Refund policy

At The Canine Lounge, we stand by the quality of our products and work closely with trusted suppliers to ensure a great customer experience.

We understand that shopping online can sometimes be tricky, and we’re always happy to assist before you order to help you choose the right fit for your dog.

As a small, curated store, we do not offer returns or exchanges for change of mind. Please review all product details carefully before completing your purchase.

Change of Mind & Sizing

We do not accept returns or exchanges for:

Change of mind

Incorrect size selection

Colour preferences

We provide detailed sizing charts and measurement guides for every product.

 

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or does not match the description provided (including measurements that do not align with our size chart), you are entitled to a remedy under Australian Consumer Law.

Please contact us within 7 days of delivery at hello@thecaninelounge.com with:

A clear explanation of the issue

Up to 5 clear photos showing the damage, defect, or discrepancy

Once reviewed, we will arrange a replacement or refund where appropriate.

Sizing Concerns

If you believe the item received does not match the measurements listed in our size chart, please contact us with:

Photos of the product on your pet

The measurements used to select the size

Please note: Differences in fit due to body shape, breed, or personal preference do not qualify as incorrect sizing.

Where appropriate, we may offer one replacement per order as a goodwill gesture. This does not limit your rights under Australian Consumer Law.

Unclaimed Parcels

If a parcel is not collected from the postal service or is returned to us due to being unclaimed, incorrect address, or failed delivery attempts, we do not offer refunds.

Once the parcel has been returned, we can arrange a reshipment upon request. Additional shipping costs will apply and are the responsibility of the customer.

It is the customer’s responsibility to monitor tracking updates and ensure the parcel is collected within the carrier’s holding timeframe.

Order Issue Timeframe

If you experience any issue with your order, we recommend contacting us within 7 days of delivery so we can assist you promptly.

Requests made significantly later may not be eligible for review.

Need Help?

If you believe there’s been an issue with your order, please reach out to us at hello@thecaninelounge.com. We’re here to help and will always do our best to support you.