Refund policy

REFUND POLICY

Last updated: 4 October 2026

We want you and your dog to love your Spooky Paws costume. Please read this policy carefully before placing your order.

1. NO CHANGE OF MIND REFUNDS

We do not offer refunds, returns, or exchanges for change of mind. This includes, but is not limited to, deciding you no longer want the item, your dog not liking the costume, or ordering by mistake.

2. SIZING

Please check our size guide carefully before ordering. We do not offer refunds, returns, or exchanges if you order the wrong size. Choosing the correct size for your dog is the customer's responsibility. If you are unsure which size to choose, please contact us at spookypawshelp@outlook.com before placing your order and we will be happy to help.

3. FAULTY, DAMAGED, OR INCORRECT ITEMS

If your order arrives faulty, damaged, or is not the item you ordered, please email us at spookypawshelp@outlook.com within 14 days of delivery. Include your order number and clear photos of the item and packaging.

Once we confirm the issue, we will offer a replacement or a full refund, including any shipping costs you paid. In most cases, you will not need to send the faulty item back. Please do not send any items back without contacting us first, as we cannot process returns that arrive without approval.

4. REFUNDS

If a refund is approved for a faulty, damaged, or incorrect item, it will be issued to your original payment method within 5 to 10 business days. Depending on your bank or card provider, it may take a few extra days for the refund to appear.

5. ORDER CANCELLATIONS

If you need to cancel your order, email us as soon as possible. Orders can be cancelled for a full refund if they have not yet been shipped. Once an order has shipped, it can no longer be cancelled.

6. YOUR RIGHTS UNDER 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits your rights under the Australian Consumer Law or any other consumer protection laws that apply to you.

7. CONTACT US

For any questions about this policy, contact us at:
spookypawshelp@outlook.com