Refund policy

REFUND & RETURN POLICY

1. Refund and Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

2. Damages

Reggie and Friends take the upmost care in ensuring your items arrive to you safely. If for some reason your item is damaged or defective on arrival, please contact Reggie and Friends immediately with proof of purchase and video footage of at least 30 seconds long from several different angles of the damage and of the box itself. You may be requested to add a newspaper or similar item with a date into the video. Upon inspection of the items and if it is agreed this is the case, Reggie and Friends will cover the shipping cost to return the item. Items must be sent back for us to check. Refunds will be issued back to the original payment method or a new item sent out to you free of charge.

3. Missing or Lost Package

There are several reasons why a package gets lost. We have found that more often than not, the package is either in the building or with a neighbour. Reggie and Friends politely requests that customers look in common courier hiding spots. If you have not located your order, then it is the customers responsibility to contact the relevant postal service as a first instance to find out further information. If you still have not located your order then please contact us to report a missing and lost package with all the details.

4. Exchanges

Before purchasing we insist that you measure your pet correctly to ensure the correct size is ordered. Reggie and Friends accepts no responsibility for the ordering of the wrong size. If you need to exchange your item for a different size, send us an email at hello@reggieandfriends.com.au and send your item back to the address we give you. Items must be unused and in the same condition that you received it. They must also be in the original packaging. All shipping costs will be covered by the customer for all exchanges and the original shipping costs are non-refundable. Depending on where you live, there may be a delayed time it may take for your exchanged product to reach you. Customer is responsible for any loss in value (as agreed upon with seller) if an item isn't returned in original condition.

5. Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially credited.

Next contact your bank. There is often some processing time before a refund is credited.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@reggieandfriends.com.au

6. Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

7. Gift Cards

No returns or exchanges on gift cards

8. Questions

Any questions about the delivery and shipment or returns and exchanges of your order please contact us at hello@reggieandfriends.com.au