Refund policy

Last updated: 10 August 2026

This Returns and Refunds Policy explains how Nuzzle & Nap handles order cancellations, returns, replacements and refunds. It applies to purchases made directly through our online store.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the consumer laws that apply to you.

Business Details

Business name: Nuzzle & Nap
ABN: 65 985 952 594
Address: 8 Bateman Street, Mosman Park WA 6012, Australia

Contact Us Before Returning Anything

To request a return, please contact us at team@nuzzleandnap.shop with your order number and the reason for your request.

If your return is approved, we will provide you with the authorised return address and return instructions.

Do not return a product before receiving our written instructions. Do not send a return to the sender address shown on your parcel, or to our general business and contact address, unless we expressly confirm that address as the authorised return address.

Some orders may be dispatched by overseas suppliers or third-party fulfilment partners. As a result, the sender address shown on a parcel may not be able to receive or process returns.

Sending a product without contacting us first may delay, misdirect or prevent the proper processing of your return.

Nuzzle & Nap is responsible for assisting you with your order. Please contact us directly rather than contacting an overseas supplier, manufacturer or fulfilment partner.

Your Statutory Consumer Rights

Australia

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

If a product has a major failure, Australian consumers may be entitled to choose a refund or replacement and may also be entitled to compensation for other reasonably foreseeable loss or damage.

If a failure is not major, you are entitled to an appropriate remedy within a reasonable time in accordance with the Australian Consumer Law.

Customers Outside Australia

Customers outside Australia may have mandatory consumer rights under the laws that apply where they live.

Those rights continue to apply in addition to this policy.

Any timeframes, exclusions or conditions in this policy relating to voluntary returns do not limit any rights you may have in relation to a product that is faulty, unsafe, damaged, incorrect, misdescribed, not of acceptable quality or otherwise fails to meet an applicable consumer guarantee or statutory requirement.

Change-of-Mind Returns

Australia, New Zealand, Canada and the United States

We do not offer voluntary returns, refunds or size or colour exchanges if you:

• simply change your mind;
• order the wrong size, colour or variation;
• find the product elsewhere for a different price; or
• decide that you no longer want the product.

This policy applies to full-price, discounted and promotional products.

This does not affect any mandatory rights you may have where a product is faulty, unsafe, damaged, incorrect, misdescribed, not of acceptable quality or otherwise fails to meet an applicable consumer guarantee.

United Kingdom

UK customers purchasing eligible products online may cancel their order without giving a reason by notifying us within 14 days after delivery, subject to any exceptions provided by applicable law.

After notifying us of your cancellation, you must return the product to the authorised return address we provide within a further 14 days.

To request a UK change-of-mind cancellation:

1. Email team@nuzzleandnap.shop with your order number and a clear statement that you wish to cancel.
2. Wait for the authorised return address and return instructions before sending the product.
3. Return the product using a tracked postage service.
4. Keep your postage receipt and tracking information until your refund has been completed.

You are responsible for the cost of returning a product where you exercise a UK change-of-mind cancellation right, unless applicable law requires otherwise.

You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and function, similar to how you could reasonably inspect it in a physical shop.

Please do not allow a pet to use the product or allow the product to become washed, soiled, stained, damaged or exposed to pet hair, pet odours or other contamination before deciding whether to keep it.

Please return the product with its components, accessories, labels and original packaging where reasonably possible.

Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what was reasonably necessary to establish the product's nature, characteristics and function.

We do not charge a restocking fee.

For an eligible UK cancellation, we will refund amounts required by applicable law, including the cost of our least expensive standard delivery option where required.

Any additional amount paid for express, premium or upgraded delivery is not refundable beyond the cost of the standard delivery option.

Discounted and promotional products retain the same mandatory UK cancellation rights unless a lawful exception applies.

Faulty, Damaged, Unsafe, Incorrect or Misdescribed Products

Please contact us as soon as possible if your product:

• arrives damaged;
• is incorrect;
• is faulty or defective;
• is unsafe;
• does not match its description; or
• otherwise fails to meet an applicable consumer guarantee or statutory requirement.

For delivery damage or an incorrect item, please contact us within 7 days of delivery where possible so that we can investigate promptly.

This requested timeframe does not remove, restrict or shorten any rights you may have under applicable consumer law.

When contacting us, please provide where reasonably possible:

• your order number;
• a clear description of the issue;
• clear photographs or video showing the product and the problem; and
• photographs of the packaging and shipping label where the issue involves delivery damage or an incorrect item.

We may need to assess the product and the circumstances before confirming the appropriate remedy.

Depending on the nature of the problem and the law that applies, the appropriate remedy may include a repair, replacement, refund or another remedy.

Where the Australian Consumer Law classifies a problem as a major failure, the customer has the rights provided under that law, including the applicable right to choose a refund or replacement.

Return Costs for Faulty or Incorrect Products

If we confirm that a product needs to be returned because it is faulty, damaged, unsafe, incorrect or misdescribed, we will, as appropriate:

• provide a prepaid tracked return label where reasonably available;
• approve and reimburse reasonable tracked return postage; or
• arrange collection where appropriate.

Please do not incur return postage or other return costs before we approve the return method.

Our policy of not offering voluntary size or colour exchanges does not affect any right you may have to receive a replacement as a remedy for a product problem.

When a Remedy May Not Be Available

Subject to applicable law, a repair, replacement or refund may not be available where:

• you simply changed your mind, except where a UK cancellation right or another mandatory right applies;
• the product was damaged through misuse, neglect or accidental damage;
• the product was used contrary to provided instructions or warnings;
• the issue results from normal wear and tear;
• you were informed of the specific fault before purchasing the product; or
• you requested a modification or use contrary to our advice and that request caused the problem.

Discounted and promotional products have the same applicable statutory rights as full-price products where they are faulty or otherwise fail to meet an applicable consumer guarantee.

Order Cancellations Before Dispatch

If you need to cancel an order, email team@nuzzleandnap.shop as soon as possible, preferably within 12 hours of placing the order.

Please include your order number and clearly state that you wish to cancel the order.

A cancellation is not confirmed until we provide written confirmation.

Because orders can enter processing and fulfilment quickly, we cannot guarantee that an order can be cancelled once processing or fulfilment has begun, even if less than 12 hours has passed since the order was placed.

This section does not affect any mandatory cancellation right that applies to you, including applicable UK online cancellation rights described above.

Refund Processing

Where an assessment of a returned product is required, we aim to inspect the return within 5 business days after receiving it.

Once a refund is approved, we will submit the refund promptly to your original payment method unless applicable law requires otherwise.

We do not charge a refund or restocking fee.

After we submit your refund, your bank, card issuer or payment provider may take additional time to display the funds in your account.

This processing time is controlled by your financial institution or payment provider.

If more than 15 business days have passed since we confirmed that your refund was submitted and you have not received it, please contact us at team@nuzzleandnap.shop.

Partial Returns and Discounts

For a partial return from an order that received a multi-item or order-level discount, any refund will generally be based on the amount actually paid for the returned product after the relevant discount has been allocated to the products in the order.

Delivery Charges

Where an entire order is faulty, damaged, incorrect or otherwise rejected under an applicable consumer right, we will refund applicable delivery charges where required by law.

Charges collected directly by customs authorities, carriers or other third parties may need to be reclaimed from that organisation unless applicable law requires us to refund those charges.

For eligible UK statutory cancellations, required refunds will be processed without undue delay and within the timeframes required by applicable UK law.

Contact Us

For questions about a return, refund, replacement, faulty product or order cancellation, please contact Nuzzle & Nap:

Business name: Nuzzle & Nap
ABN: 65 985 952 594
Email: team@nuzzleandnap.shop
Phone: +61 499 053 358
Address: 8 Bateman Street, Mosman Park WA 6012, Australia

Support hours: Monday to Friday, 9:00 am to 5:00 pm AWST, excluding Western Australian public holidays.

We aim to respond to customer enquiries within 2 business days.

Please include your order number when contacting us about an existing order so that we can assist you efficiently.

Important: The address above is our general business and contact address. It is not a product return address unless we specifically confirm it as the authorised return address for your return.