Refund & Cancellation Policy

At Dumcutie, we believe every dog deserves a little joy!

Our thoughtfully curated gift boxes, treats and toys are selected to make everyday moments with your furry friends extra special.

We take care in preparing and packing every order. However, we understand that plans can change and unexpected issues may arise.

Please read our Refund & Cancellation Policy before placing an order.

1. Cancelling an Order

If you need to cancel your order, please contact us as soon as possible at: dumcutie.official@gmail.com

We will do our best to accommodate cancellation requests before your order has been packed or dispatched.

Once an order has been packed or dispatched, cancellation due to change of mind may no longer be possible.

If your cancellation request is accepted, we will confirm the cancellation and arrange any applicable refund.

This does not affect your rights under Australian Consumer Law.

2. Change of Mind

As our products include pet treats, toys and specially curated gift boxes, we do not generally offer returns, refunds or exchanges for change of mind once an order has been dispatched.

This includes situations where:

You no longer want or need the product;
You have selected the wrong product, size or quantity;
Your dog does not show interest in a toy or treat;
You have found the product at a lower price elsewhere; or
You have changed your gifting plans.

We may consider change-of-mind requests on a case-by-case basis at our discretion.

Nothing in this section affects your rights under Australian Consumer Law.

3. Dog Treats and Pet Food

For hygiene and safety reasons, we do not accept change-of-mind returns of opened dog treats or pet food products.

Customers are responsible for reviewing product ingredients, feeding recommendations and suitability before purchasing.

We recommend checking your dog's dietary requirements, allergies and sensitivities before introducing new treats.

If a treat arrives damaged, is incorrectly supplied, is unsafe or otherwise fails to meet applicable consumer guarantees, please contact us for assistance.

Your rights under Australian Consumer Law remain unaffected regardless of whether a product has been opened.

4. Dog Toys and Accessories

We carefully select toys and accessories for dogs to enjoy.

However, dogs have different play styles, chewing habits and preferences. We cannot guarantee that every dog will enjoy a particular toy or that every toy will withstand all chewing behaviours.

We do not generally accept change-of-mind returns for used toys or accessories.

If a toy or accessory is faulty, unsafe, not as described or otherwise fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy under Australian Consumer Law.

Normal wear and tear or damage caused by misuse does not automatically entitle a customer to a refund.

5. Gift Boxes

Dumcutie gift boxes are thoughtfully curated with a selection of treats, toys and other dog-friendly products.

We do not generally accept change-of-mind returns of gift boxes once dispatched.

If your gift box arrives with:

Missing items;
Incorrect products;
Damaged contents;
Faulty or unsafe products; or
Significant differences from the advertised description;

please contact us so we can review the issue and arrange an appropriate solution.

Depending on the circumstances, this may include supplying missing items, replacing affected products, providing a partial or full refund, or another remedy required by Australian Consumer Law.

Minor differences in packaging, presentation or product appearance do not automatically qualify for a refund where the products remain consistent with their descriptions and applicable consumer guarantees.

6. Damaged, Faulty or Incorrect Products

We want every Dumcutie delivery to arrive in great condition.

If you receive an incorrect, damaged or faulty product, please contact us as soon as reasonably possible.

To help us investigate, please provide:

Your order number;
A description of the issue;
Photographs of the affected product and packaging, where available; and
Any other relevant information.

We may request additional information or arrange an inspection where reasonably necessary.

Where a product fails to meet an applicable consumer guarantee, we will provide the remedy required under Australian Consumer Law.

For a major product failure, customers are generally entitled to choose a refund or replacement. For a minor failure, we may be entitled to provide a remedy within a reasonable time.

We will also reimburse reasonable return costs where required by law.

7. Missing or Delayed Deliveries

If your order has not arrived within the expected delivery timeframe, please contact us.

We will assist in checking the delivery status and investigating the issue with the relevant delivery provider.

If your parcel is lost, incorrectly delivered or significantly delayed, we will assess the circumstances and provide an appropriate resolution in accordance with applicable consumer rights.

Customers are responsible for providing accurate and complete delivery information at checkout.

Additional delivery charges may apply where an order must be resent because of incorrect information provided by the customer, where reasonable and permitted by law.

Please refer to our Shipping & Delivery Policy for further information.

8. Refunds

Where a refund is approved or required by law, we will process it as soon as reasonably practicable.

Refunds will generally be issued to the original payment method.

Processing times may vary depending on your bank, card provider or payment service.

Where payment was made through Shopify's supported payment providers, refunds will be processed through the relevant payment system.

Any applicable delivery charges will be refunded where required by Australian Consumer Law.

9. Returning Products

Please contact us before returning a product so we can provide appropriate return instructions.

For voluntary change-of-mind returns that we agree to accept, customers may be responsible for return postage and any conditions communicated before the return is accepted.

For products that fail to meet applicable consumer guarantees, return arrangements and costs will be handled in accordance with Australian Consumer Law.

You are not required to retain original packaging to exercise your statutory consumer rights.

We may request reasonable proof of purchase when assessing a claim.

10. Australian Consumer Law

Nothing in this Refund & Cancellation Policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law.

Under Australian Consumer Law, products must meet certain consumer guarantees, including being of acceptable quality, safe, fit for their intended purpose and consistent with their descriptions.

Where a product fails to meet these guarantees, customers may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

These rights apply in addition to any voluntary return or refund arrangements offered by Dumcutie and cannot be excluded by this policy.