Refund policy

Trek & Tails Refund & Returns Policy

Last Updated: 17 February 2026

At Trek & Tails, we want you and your furry friends to be happy with your order. This policy explains your options for change-of-mind returns, faulty/damaged/incorrect items, and international shipping returns.

Important: This policy covers change-of-mind returns and our standard processes. It does not limit your statutory rights under Australian Consumer Law (ACL).

1️⃣ Change-of-Mind Returns

We offer a 30-day return window for change-of-mind purchases.

Eligibility:

  • Items must be unused, unworn, and in the same condition as received

  • Original packaging and tags must be intact (where applicable)

  • Proof of purchase is required

  • Items must not fall within non-returnable categories listed below

Process:

  1. Contact us at contact@trekandtails.com.au to request a return.

  2. Returns must be approved before sending the item back — do not send items without instructions.

  3. We will provide the correct return address and instructions.

Shipping Costs:

  • Customers are responsible for return shipping costs for change-of-mind returns

  • Original shipping costs are non-refundable

  • If your order qualified for free shipping, the actual shipping cost incurred by us may be deducted from your refund

  • Customers are responsible for return shipping on international change-of-mind returns

Note: Returns not meeting these conditions may be refused for change-of-mind, but ACL consumer rights still apply.

2️⃣ Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery. If your item is:

  • Faulty

  • Damaged

  • Incorrect

  • Not as described

Contact us as soon as possible (preferably within 7 days of delivery) with photos and a description.

Your rights under ACL:

  • For major failures, you are entitled to a remedy such as:

    • Replacement

    • Refund

    • Compensation for any reasonably foreseeable loss or damage

  • For minor failures, we may provide a repair, replacement, or refund within a reasonable time.

Return Shipping:

  • Trek & Tails covers reasonable return shipping costs for approved faulty, damaged, or incorrect items, including international orders.

  • Approved replacements or refunds will be processed promptly.

3️⃣ International Orders

  • Customers are responsible for any customs duties, taxes, or import fees.

  • We are not responsible for delivery delays caused by customs clearance.

  • If an international order is returned due to unpaid customs charges or refused delivery, return shipping costs and any additional fees may be deducted from the refund for change-of-mind returns only.

  • For faulty/damaged/incorrect items, Trek & Tails covers return shipping regardless of origin.

4️⃣ Non-Returnable Items (Change-of-Mind Only)

The following items cannot be returned for change-of-mind:

  • Perishable goods (food, plants, flowers)

  • Custom or personalised products

  • Personal care items (for hygiene reasons)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Clearance or final sale items

Important: These exclusions do not apply if the product fails to meet consumer guarantees under ACL.

5️⃣ Exchanges

  • Trek & Tails does not offer direct exchanges.

  • To exchange an item, request a return for the original product and place a new order once your return is approved.

  • For faulty items, replacements can be provided in accordance with ACL.

6️⃣ Refunds

  • Once we receive and inspect your returned item, we will notify you of the outcome.

  • Approved refunds will be issued to your original payment method within 10 business days.

  • Your bank or payment provider may require additional time to complete the transaction.

  • If more than 15 business days have passed since your refund was approved, please contact us at contact@trekandtails.com.au.

  • Refund refusal applies only to change-of-mind returns that do not meet policy conditions — ACL consumer rights override this for faulty/damaged items.

7️⃣ Return Address

  • Return addresses vary depending on the product and fulfilment location.

  • Returns may be directed to:

    • Trek & Tails’ Australian warehouse

    • An authorised third-party fulfilment partner

  • The correct return address will be provided when your return is approved.

8️⃣ Checkout Acknowledgment

  • For international orders, customers will acknowledge at checkout that they understand longer shipping times, customs responsibilities, and return shipping costs for change-of-mind returns.

  • This helps ensure clarity and reduces potential disputes with PayPal or Stripe.

✅ This Policy Covers:

  • Change-of-mind returns (30 days, customer pays shipping)

  • Faulty/damaged/incorrect items (seller pays return shipping, ACL compliant)

  • International shipping and customs considerations

  • Non-returnable items clearly defined

  • Refunds processed efficiently and transparently

  • Customer-friendly and easy to understand