Please note that change of mind of exchange & return for store credit is now not eligible, as all items are on clearance at the moment. Thank you.
We highly encourage you to measure your pet and refer to the size chart on each product for precise measurements, as each product differs in size. We only accept exchange or return a product for credit.
In the event that an item is eligible for exchange/store credit, here are the guidelines that we follow:
1) For items that are eligible, exchange or store credit requests must be made within 14 days of receipt of order, and sent out within 7 days after making request
2) All returns/exchanges must be in original packaging, unused, with the tags on, and free of any pet hair/dander. We are not responsible for any damage that is caused by your dog to any of the merchandise. We cannot honour returns or exchanges for any merchandise that has been used or is not in its original new condition. If an item arrives damaged or defective, you must contact us within 48 hours of receipt.
3) Once the item is received by us, please allow us 3-7 business days (not including holidays and weekends) to process your refund or exchange. We will email you to let you know that it has been processed and the amount that has been refunded.
4) You must contact us within 30 days of order placement if your item has not arrived. We will not be held responsible for notifications after that time.
5) Original shipping charges are not refundable. You may pay for the product to be shipped to you again, however, Urban Woof does not issue refunds for packages that are refused or not collected by the buyer.
6) You are responsible for the shipping charges when returning an item to Urban Woof. Please be advised that until there is proof that we have received your merchandise, it is still your property. Urban Woof is not responsible for items damaged or lost in transit.
7) Any item returned without a Return Form will not be accepted.
8) Items ineligible for an exchange or change of mind return due to hygienic reasons: treats, pet feeders, pet bed, pet car seat & toys
9) Please note that we cannot cancel an order once it has been shipped.
10) No change of mind refunds/exchanges on PERSONALISED/CUSTOMISED ITEMS/CLEARANCE ITEMS
If you have any further questions, please contact us at info@urbanwoof.com.au and we will get back to you as soon as we can!