Refund policy

We want you and your pet to love everything you buy from Nature's Luxury. If something isn't right, here's how we'll help.

30-day change-of-mind returns

Changed your mind? You can return most items within 30 days of delivery for a refund, as long as they are:

  • Unused and unwashed, with no signs of pet use
  • In their original packaging, with any tags attached

For change-of-mind returns, return postage is paid by you. Original shipping costs aren't refunded.

Items we can't accept for change-of-mind returns

For hygiene reasons, we can't accept change-of-mind returns on items that have been used by a pet, including beds, mats, feeders, lick mats, toys and grooming tools. This doesn't affect your rights if an item is faulty (see below).

Faulty, damaged or incorrect items

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, damaged, significantly different from its description, or not what you ordered, you're entitled to a repair, replacement or refund, and we'll cover the return postage.

Please contact us as soon as possible with your order number and a photo of the issue so we can resolve it quickly.

How to start a return

  1. Contact us through our contact page with your order number and the item you'd like to return.
  2. We'll reply with return instructions and the return address.
  3. Send the item back using a tracked postage service.

Please don't send items back without contacting us first. Our products ship from different warehouses, so returns sent to the wrong address may be lost and can't be refunded.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to show it.

Exchanges

Need a different size or colour? Contact us and we'll help you swap it. Where possible, we'll send the replacement as soon as your return is on its way.

Cancellations

You can cancel your order for a full refund any time before it ships. Once it has shipped, please follow the return process above.

Questions?

We're here to help. Reach us through our contact page.