Refund policy
Last updated: 16 July 2026
This policy applies to all purchases made through nuzzly.com.au. Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law.
Your rights under Australian Consumer Law
Our products 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Damaged, faulty or incorrect items
If your order arrives damaged, develops a fault, or is not what you ordered, contact us as soon as you can, ideally within 7 days of delivery. Reach us through our contact page or by replying to your order confirmation email. Please include:
- Your order number
- A short description of the problem
- Photos of the item and, if damaged in transit, the packaging
Once we have confirmed the issue we will arrange a replacement or a full refund, whichever you prefer for a major failure. Please do not post anything back to us unless we ask you to. If we do need the item returned, we will cover the return shipping cost for faulty or incorrect items.
Change of mind
We do not offer refunds or exchanges if you change your mind, so please choose carefully. If you are unsure about sizing or whether a product suits your dog, check the fit guide on the product page or get in touch before ordering. We are happy to help you choose.
Order cancellations
Orders are dispatched quickly, often within 24 hours. If you need to cancel, contact us immediately. Once an order has been dispatched it can no longer be cancelled.
How refunds are processed
Approved refunds are issued to your original payment method. Please allow 5 to 10 business days for the funds to appear, depending on your bank. If you paid with Afterpay, the refund is processed back through Afterpay and your remaining instalments are adjusted or refunded in line with Afterpay's terms.
Lost or missing deliveries
If your tracking has stopped updating or your order has not arrived within the expected timeframe, contact us and we will follow it up with the carrier and make it right.
Contact us
For anything related to a return or refund, reach us through our contact page or reply to your order confirmation email. Please have your order number handy.