Refund policy

Returns & Refunds

At The Canine Couch, we believe shopping for your dog should be as enjoyable as caring for them. If something isn't quite right, we're here to help.


Our Hygiene Promise

Every The Canine Couch bed is shipped brand new, unused, and ready for your dog to enjoy from the very first nap.

Because our products are designed for pets to sleep, rest and spend extended periods of time on, we have a responsibility to ensure every customer receives a product in pristine condition.

For hygiene and safety reasons, we're unable to accept returns of products that have been used by a pet, as these items cannot be resold. We also do not accept returns due to change of mind if the product has been used.

We appreciate your understanding, as this policy helps us maintain the premium quality and cleanliness that every dog—and every customer—deserves.


30-Day Change of Mind Returns

If you've changed your mind, you may return your order within 30 days of receiving it, provided the item:

  • Has not been used by a pet.

  • Is unused and in its original condition and packaging.

  • Is free from pet hair, odours, stains or damage.

  • Includes all accessories, covers and components supplied with the product.

Once your return has been received and inspected, we'll process your refund to your original payment method.

Please note that return shipping costs for change-of-mind returns are the responsibility of the customer.


Damaged, Faulty, Missing or Incorrect Orders

If your order arrives damaged, faulty, incomplete or you've received the wrong item, please contact us within 7 days of delivery.

To help us resolve your claim as quickly as possible, please provide:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs of the product.

  • Photographs of the external packaging.

  • A photograph of the shipping label.

Once we've assessed your claim, we'll arrange an appropriate resolution in accordance with Australian Consumer Law, which may include a repair, replacement or refund.

Delivered but Not Received

If your parcel is marked as delivered by the courier but you cannot locate it, please first:

  • Check around your property and any designated safe place.

  • Check with other household members.

  • Ask nearby neighbours.

  • Contact the courier directly.

If the parcel still cannot be located, please contact us. In some cases, we may require additional documentation or an investigation from the delivery carrier before a replacement or refund can be approved.


Incorrect Delivery Information

Customers are responsible for ensuring their shipping address and contact details are accurate when placing an order.

Unfortunately, we cannot accept responsibility for delays, failed deliveries or lost parcels resulting from incorrect or incomplete delivery information provided at checkout.

If a parcel is returned to us because the address was incorrect, delivery was refused, or the parcel was not collected within the courier's holding period, additional shipping charges will apply before the order can be resent.

Delivery Delays

While we work hard to deliver every order as quickly as possible, delivery timeframes are estimates only.

Occasionally, delays may occur due to:

  • Customs processing.

  • Courier network disruptions.

  • Severe weather.

  • Public holidays.

  • Industrial action.

  • Other circumstances beyond our reasonable control.

Where delays occur, we'll do our best to keep you informed and assist wherever possible.


Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

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

If your product has a major fault, you are entitled to choose a replacement or refund.

If your product has a minor fault, we'll repair or replace the product within a reasonable time.

Refund Processing

Once your return or claim has been approved:

  • Refunds are generally processed within 3–5 business days.

  • Depending on your financial institution, funds may take an additional 2–10 business days to appear in your account.

Refunds will be issued to the original payment method used when placing the order.

Need Assistance?

If you have any questions about your order or need help with a return, our team is always happy to assist.

Simply contact us via our Contact Us page and we'll work with you to resolve your enquiry as quickly as possible.