Refund policy

Returns & refunds

We want every piece from Cuddle to earn its place in your home. If something isn’t right, here’s how we’ll sort it out.

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 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.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or isn’t what you ordered, email us at bu384187@gmail.com as soon as you can after delivery with your order number and a photo. We’ll arrange a replacement or a full refund, including shipping. You won’t need to pay to send a faulty item back.

Change of mind

We don’t offer refunds, returns or exchanges for change of mind, so please check sizes and details before you order.

This doesn’t affect your rights for faulty, damaged or incorrect items described above.

Opened consumables

For hygiene reasons, opened food and treats, cat litter, training pads, waste bags, disposable dog shoes and replacement filters can only be returned if they’re faulty or incorrect.

Refund timing

Once approved, refunds are processed within 5 business days. Your bank may take a few more days to show it.

Questions

Email bu384187@gmail.com. We usually reply within 1–2 business days.