Refund policy

Last updated: 14 September 2026

We want you and your Oodle to feel good about your purchase. If the fit is not right, you change your mind, or something arrives with a problem, contact admin@theoodleedit.com.au with your order number so we can help.

Your Australian consumer rights

Your rights under the Australian Consumer Law apply to every product we sell, including personalised, sale and hygiene items. Nothing in this policy limits those rights.

For a major failure, you can choose a refund or replacement, or keep the item and claim compensation for its reduced value. You may also be entitled to compensation for reasonably foreseeable loss. For a minor failure, we can arrange a free repair or another appropriate remedy. If it cannot be fixed within a reasonable time, further remedies are available.

There is no seven-day or 30-day cut-off for reporting a fault under these rights. The relevant period depends on the product and circumstances. A manufacturer's warranty does not replace your consumer rights.

30-day change-of-mind returns

For eligible items, contact us within 30 days of delivery. Items must be unused, unwashed, complete and in their original packaging, with any tags and accessories included. Please keep them clean and free from pet hair, odours and damage.

For hygiene and safety, opened or used dental products, ear cleaners, shampoos, conditioners, deodorising products and other consumables are not eligible for change-of-mind returns. Unopened, unused products with their original seals intact can be returned under the conditions above. Bowls, bottles, brushes, bedding and other accessories must be unused and clean.

Personalised or made-to-order items, including a harness with your chosen name or phone-number patch, cannot be returned simply because you change your mind or choose the wrong size. This does not affect your rights if the item is faulty, incorrectly personalised by us or our supplier, or does not match its description.

Return costs and exchanges

You pay return postage for a change-of-mind return. We refund the amount paid for the eligible returned product; any separately charged original delivery fee is not refundable for a change of mind. Where standard delivery was included in the product price, we do not deduct a hidden original freight charge. We do not charge a restocking fee for an eligible return under this policy.

For a size exchange on an eligible, non-personalised item, contact us within 14 days of delivery. Exchanges depend on stock and the same unused-condition requirements. You pay the return postage and any delivery charge for the replacement, which we will confirm before you agree. If the required size is unavailable, you can use the 30-day return option where eligible. A sizing error in our description is handled as a product problem, not a change of mind.

Faulty, damaged, incorrect or incomplete orders

Please contact us as soon as you notice a problem. For items that arrive faulty or damaged, we offer a replacement or full refund at no cost to you after assessing the issue. Please stop using any item that may be unsafe and keep the item available for assessment where safe to do so.

Send your order number or other proof of purchase and a brief description. Clear photographs or a short video can help us resolve the issue, but let us know if you cannot provide them. Original packaging is not required for a faulty-product claim.

We will organise the appropriate return or collection and cover reasonable return costs for a confirmed product fault. For a large or difficult-to-return item, such as a stroller or bed, contact us so we can arrange a suitable collection. You deal with The Oodle Edit; we coordinate with the supplier.

Damage caused by chewing, misuse, incorrect assembly, or care contrary to the supplied instructions is not itself a manufacturing fault. We assess the circumstances fairly, including what a customer could reasonably expect from the product.

How to return an item

  1. Email admin@theoodleedit.com.au with your order number, the item and the reason for your return.
  2. We will confirm the next steps and the correct return address. Different products can return to different locations, so please contact us before posting anything. Do not send an item to the address on its delivery label or our correspondence address unless we confirm it.
  3. Pack the item securely and keep any tracking and postage receipts. If a return is required, we will assess it promptly and tell you the outcome.

These arrangements help us route your return correctly and do not remove your statutory rights.

Refunds and order changes

Approved refunds are issued promptly to the original payment method unless we agree otherwise with you. Your bank or payment provider may take additional time to show the funds. We do not substitute store credit for a refund you are entitled to without your agreement.

For an address change, cancellation or personalisation correction, contact us immediately. We will try to help before processing, production or dispatch progresses, but cannot guarantee a change once it has begun. If a standard item has already shipped, the return rules above apply. Any proposed additional cost will be explained for your agreement first.

This version applies to new orders from the update date. We will honour the return promises in place when an earlier order was made. Your statutory rights always continue to apply.