Refund policy

Last updated: August 2, 2026

At The Canine Lounge, we stand by the quality of our products and work closely 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 any questions before placing your order, we're always happy to help.

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

Change of Mind & Sizing

We do not accept returns or exchanges for:

Change of mind

Incorrect size selection

Colour preference

We provide detailed sizing charts and measurement guides for every product to help you choose the most suitable size before ordering.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or significantly different from its description (including measurements that do not reasonably match our published size chart), you may be entitled to a remedy under the consumer protection laws that apply to your purchase, including Australian Consumer Law where applicable.

Please contact us within 7 days of delivery and include:

A clear explanation of the issue.

Up to five (5) clear photos showing the damage, defect, or discrepancy.

Once reviewed, we'll work with you to determine an appropriate resolution, which may include a replacement, refund, or another remedy where required by applicable law.

Sizing Concerns

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

Photos of the product on your dog.

The measurements used to select the size.

Please note that differences in fit resulting from a dog's body shape, breed, proportions, coat thickness, or personal preference do not automatically indicate that the product is incorrectly sized.

Where appropriate, we may offer one replacement per order as a goodwill gesture. Any goodwill replacement is provided at our sole discretion and does not limit your rights under applicable consumer protection laws.

Unclaimed Parcels

If a parcel is returned because it was unclaimed, an incorrect shipping address was provided, or delivery attempts were unsuccessful, we may not be able to issue a refund.

Where the parcel is successfully returned to us (or our supplier), we can arrange reshipment upon request. Additional shipping charges may apply and are the responsibility of the customer.

Customers are responsible for monitoring their tracking information and ensuring their parcel is collected within the carrier's holding period, where applicable.

Reporting an Order Issue

If you experience an issue with your order, we encourage you to contact us as soon as possible after delivery so we can assist you promptly.

Prompt communication allows us to investigate the issue more effectively and work toward a fair resolution.

Need Help?

If you have any questions about your order or believe there's an issue with your purchase, please contact us at hello@thecaninelounge.com.

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