ONLINE RETURNS need to be returned to Laundrymutt within 7 days via post or in person to Laundrymutt for a refund or exchange.
All products wish to be returned must be in the original condition at time of purchase with proof of purchase.
Bags of food must be un-opened to be accepted for a refund or exchange due to change of mind.
All products that are delivered to the consumer must be returned in their original packaging and in a re-saleable condition. Laundrymutt has the right to deny returns of items deemed unsaleable. For example, products which have been used (e.g. containing dog hair) may not be eligible for a refund.
For products that are faulty or damaged during transit, please send the item back to Laundrymutt within 7 days of receiving the item, provided Laundrymutt agrees that the product has been damaged during transit or is faulty, we will refund you the delivery costs of returning the product to Laundrymutt or the delivery cost of a replacement product. Laundrymutt will not reimburse any delivery costs of returning an item due to change of mind.
FAULTY OR DEFECTIVE PRODUCTS
If you receive a faulty product from us (for online purchases a product is defective or damaged in transit on delivery to you,) return it to us within 7 days of purchase and we will inspect the product and if we agree that the product is faulty and unlikely to have occurred through abnormal use, we will, with your agreement, replace the product with an identical product.
If an identical replacement product is unavailable at the time of return, we will refund the purchase price (and delivery price, if any). If however, you return the product more than 7 days after purchase or you do not agree to the replacement or refund referred to immediately above, we will need to make a more thorough assessment of the nature of the fault before we can determine how to help you, be it replacement, repair or refund. In many situations, this will be a simple assessment by our store staff. For example: if the product was wrongly described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can usually assess it immediately upon receipt.
Sometimes it may not be possible to assess the product immediately due to the nature of the product (for example, if the manufacturer has a different repair service, such as 'Snooza'). For more information about Snooza please see the Snooza Free Repair Service page. In these circumstances, we may send the product to the manufacturer or their repair agent to determine the issue and its resolution.
Whilst we always do our best to provide you with a timely resolution, depending on the product, the determined length of time it will take to replace or repair the faulty product based on the nature of the fault and will be assessed at the time of the return.
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. An alternative option is for you to liaise with the manufacturer directly, which may be more convenient and efficient for you. Our customer service team is happy to provide you with the relevant manufacturer’s contact details to assist you.
To set up a refund please email firstname.lastname@example.org with: your name, contact details and invoice number & details to arrange return of the product by courier.
WHAT IS CONSIDERED PROOF OF PURCHASE?
ONLINE RETURNS ONLY
Proof of purchase may include;
IN STORE RETURNS
Proof of purchase may include;
a screenshot from a banking application (for example, from a smartphone)
a computer screenshot with an order number
WHAT ARE MY RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality or have a defect and the product is unusable.
If a product failure does not amount to the product being unusable, Laundrymutt is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred in returning the product to Laundrymutt will be on the responsibility of the consumer.
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Laundrymutt adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. The timeframes set out in this policy are considered fair and reasonable given the types of products sold.
FOR FAULTY PRODUCT ASSESSMENTS, WE LOOK AT THE FOLLOWING:
If there is a minor fault:
Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable timeframe. Laundrymutt and/or the manufacturer can instead decide to replace the product or refund the purchase price.
If there is a major fault:
If the assessment is that the product has experienced a major fault Laundrymutt can provide a refund, replacement, or repair.
If you are returning a product via post, send an email to for processing and include:
Your name, contact details, invoice number and description of the product being returned
Include proof of purchase in the courier package and proof of the courier fee.
If the product has been damaged through abnormal use:
Unfortunately, neither Laundrymutt nor the manufacturer can offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Laundrymutt, the manufacturer or their agent. If repair is possible, it would be at your direction and cost.
WHAT IF MY PET DOESN’T LIKE THE FOOD?
As outlined in the refund policy, Laundymutt will happily refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable and you return the product within 7 days of purchase, as Laundrymutt are unable to accept opened pet food.