Refund policy
Return and Refund Policy
Our 30-Day Guarantee
Try your Dwellow product at home for up to 30 days from the day it arrives. If it isn't right for your dog, contact us within those 30 days and we'll arrange a refund. You don't need to leave it unopened or unused. Letting your dog use it at home is the whole point of the trial.
How to start a return
Email hi@dwellow.com.au with your order number and a short note on what didn't suit. We reply within one business day with return instructions and the return address. Please don't send anything back before you hear from us, as returns without instructions can go missing.
What to send back
The item, its original packaging where you still have it, and any accessories it came with. Please wash or clean the item before you send it back. An item that comes back damaged beyond normal use, chewed, modified or missing parts may be refunded in part rather than in full.
Return postage
If the item simply wasn't right for your dog, return postage is yours. If it arrived faulty, damaged or incorrect, we cover return postage and you choose a replacement or a full refund. Email us a photo with your order number and we'll organise it straight away.
Exceptions
Gift cards cannot be returned or refunded. Nothing in this policy limits your rights for faulty goods under the Australian Consumer Law.
Exchanges
The quickest way to get the item you want is to return the one you have and place a new order.
Refunds
We'll email you once your return arrives and let you know whether the refund has been approved. Approved refunds go back to your original payment method within 5 business days. Your bank can take a few days longer to show it. If 10 business days have passed since we approved your return and you still haven't seen it, email hi@dwellow.com.au and we'll chase it.
Your rights under Australian 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Our 30-Day Guarantee sits on top of these rights, not instead of them.
Contact
hi@dwellow.com.au
Dwellow, 241 Adelaide Street, Level 1 Suite 1105, Brisbane QLD 4000
ABN: 82 646 703 399