Refund and Returns Policy for Big Dog Peps Australia

If you have a problem with an order, contact us so we can review what happened and explain the next steps.

Damaged, Incorrect or Incomplete Orders

If an item arrives damaged, you receive the wrong item, or something is missing, email support@bigdogpeps.au as soon as possible. Include:

  • Your order number and the affected item
  • A short description of the issue
  • Photos of the item, label and packaging, where relevant and available

Keep the packaging where practical while we review the issue. We may ask for proof of purchase or arrange an inspection if needed.

Returns and Available Remedies

Contact us before sending an item back so we can confirm the return address and instructions. Depending on the issue and your rights under applicable law, the outcome may include supplying a missing item, a replacement or a refund.

Change-of-Mind Requests

If you ordered the wrong item or no longer need it, contact us before returning it. Any discretionary change-of-mind return is subject to our approval. This section does not affect your rights if there is a problem with the product or order.

Return Shipping

If a return is needed, we’ll explain how to send it back and how return costs will be handled. Where the law requires us to cover or reimburse reasonable return costs, we’ll do so. Keep any postage receipt for your records.

Refunds

When a refund is due, we’ll confirm the amount and arrange it through the original payment method unless we agree on another method with you. The time it takes to appear in your account can depend on your payment provider.

Australian Consumer Law

Where Australian Consumer Law applies, your consumer guarantees and remedies remain in place. For a major problem with a product, you can generally choose a refund or replacement. For a minor problem, we may first offer to fix it within a reasonable time.

Contact

For returns, refunds or order issues, email support@bigdogpeps.au with your order number.