Consumer Guarantees Policy

 

We want every order to arrive in great shape and exactly as described. If something isn't right, we'll put it right. These guarantees are provided in addition to, and do not limit, your rights under the Australian Consumer Law — rights we fully honour. This policy covers items that are faulty, damaged, incorrect, or missing. It is separate from our change-of-mind returns, and none of the change-of-mind conditions (unused, original packaging, the 30-day request window) apply here.

 

 

If Your Item is Faulty or Damaged

If your item arrives damaged, stops working the way it should, or isn't of acceptable quality, we'll arrange a repair, replacement, or refund. If the problem is significant, the choice between a replacement and a refund is yours.

 

 

If You Received the Wrong Item

If what arrived doesn't match what you ordered, we'll get the correct item to you and cover the cost of returning the wrong one.

 

 

If Part of Your Order is Missing

If items are missing or your order arrives incomplete, we'll send the missing items or refund them — whichever you'd prefer.

 

 

How to Let us Know

Please check your order when it arrives and contact us at support@wanderhoundco.com as soon as you notice an issue. To help us sort it out quickly, include:

- the name and/or email used for the order;

- your order number; and

- a short description of the problem, with a photo or short video where possible (for example, the fault, the wrong item, or the packing slip (for a missing item), the contents you received, and the shipping label).

 

Photos help us assess and resolve things faster, but they're a request, not a hurdle — if you can't provide them, contact us anyway and we'll work it out with you.

 

 

What Happens Next

We'll review and reply, usually within 3 business days. In many cases we can resolve a faulty or incorrect item without asking you to send anything back. Where we do need the item returned, we'll provide the return address and cover reasonable return postage. Approved refunds are issued to your original payment method; your bank or card provider may take a little extra time to show the funds.

 

We're a small business and we stand behind what we sell. If anything falls short, tell us — we'll make it right.