Refund Policy

We offer a 30-day change-of-mind return period. If you’d like to request a return or refund, please contact us at joopy.co@gmail.com within 30 days of receiving your order.

Please do not send items back before contacting us. If your return is approved, we’ll provide you with the return address and next steps.

For change-of-mind returns, items must be unused, in the same condition you received them, and returned with their original packaging where reasonably possible. Return shipping costs are the responsibility of the customer.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, unsafe, or incorrect, please contact us as soon as reasonably possible with your order details and, where possible, photos of the issue.

We’ll assess the situation and provide an appropriate remedy in line with Australian Consumer Law.

Pet Toy Wear and Tear

Pet toys may naturally show signs of wear over time.

Normal wear and tear, damage caused through chewing, misuse, or regular use is not considered a product fault.

Please supervise your dog during play and remove any toy that becomes damaged or presents a safety risk.

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law.

If a product has a major problem, you may be entitled to a replacement or refund. Other issues may be resolved with an appropriate remedy.

Non-Returnable Items

We do not accept change-of-mind returns for used items, gift cards, personalised items, or clearance/final-sale items.

This does not affect your rights if an item is faulty or otherwise fails to meet a consumer guarantee.

Refunds

Once your return has been received and inspected, we’ll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to process the refund.

For any return or refund questions, contact us at joopy.co@gmail.com.