Refund policy

STREET PUP CO (trading as Street Pup Co.), an online business based in Victoria, Australia, operating https://streetpupco.com.au.

Effective date: 24 October 2026

1. Your rights under the 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 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.

In plain English, you are entitled to a remedy if an item:

is faulty or not of acceptable quality (including not lasting a reasonable time),
does not match its description, photos or a sample shown, or
is not fit for a purpose we told you it would be suitable for.

Major failure: you can choose a refund or a replacement.

Minor failure: we will repair or replace the item, or refund you, within a reasonable time.

We cover the reasonable cost of returning a faulty item. If returning it would cost you a significant amount, we will arrange collection or assess the fault from photos instead.

These rights apply regardless of any sale or bundle pricing, and for a reasonable time after purchase depending on the type of product. You do not need the original packaging to make a claim for a faulty item. Some items are marked by their brand or supplier as "final sale". This only means change-of-mind returns are not available for that item. It never affects your rights under the Australian Consumer Law.

2. Change of mind (our extra policy)

On top of your legal rights, we offer change-of-mind returns within 30 days of delivery:

The item must be unused, clean, and in its original packaging with tags.
For change-of-mind returns, you pay the return postage, and we refund the price of the item. Original shipping fees are not refunded for change-of-mind returns.
Items marked "final sale" on their product page cannot be returned for change of mind.
For hygiene reasons, change-of-mind returns do not apply to used grooming tools (such as brushes and grooming gloves) or opened poo bag rolls.

None of these conditions affect your rights if an item is faulty, damaged or not as described.

3. Clothing: one free size swap

Ordered the wrong size in a clothing item? You can swap it once for a different size at no extra cost to you, subject to stock. Contact us within 30 days of delivery with your order number and the size you need. We will confirm the details, including whether the original item needs to come back to us, before we send the new size. The item must be unworn, clean and with its tags.

4. How to start a return

Step 1: Email support@streetpupco.com.au with your order number, the item, the reason for the return, and photos if the item is faulty or damaged.
Step 2: We will reply within 2 business days with instructions and the correct return address. Please do not send items to any other address, including a supplier's address, unless we ask you to.
Step 3: For faulty items we may not need the item back. Sometimes photos are enough.

5. Refunds

Approved refunds go back to your original payment method (card or Afterpay) within 5 business days of approval. Your bank or Afterpay may take a few extra days to show it.
For faulty, damaged, incorrect or lost items, we refund the item price and the delivery fee you paid.

6. Wrong or damaged item delivered

Please let us know as soon as you can, with photos. We will send the correct item or a replacement at no cost to you, or refund you, whichever you prefer.

7. Questions or complaints

Email support@streetpupco.com.au. We aim to resolve every issue fairly and quickly. If we cannot resolve it, you can contact Consumer Affairs Victoria (www.consumer.vic.gov.au) or the fair trading agency in your state or territory.