Returns, Refunds & Exchanges Policy
Item faulty, damaged, incorrect, or missing from your order? Please see our Consumer Guarantees policy — these situations are handled there, separately from the change-of-mind conditions below.
Returns
If you've changed your mind, or the item just isn't quite right for you, you can request a return within 30 calendar days of the delivery date — provided it's in the condition described below. To be eligible for a return, your item(s) must:
- be in its original packaging, with the inner packaging untampered;
- never have been assembled or used; and
- be in full resaleable condition when received at our nominated return address.
Once we approve your return, the item must be posted within 14 calendar days of our approval. Return requests made after the 30-calendar-day window, return items posted more than 14 calendar days after approval, or returned items that arrive used or not in resaleable condition can't be accepted, and a refund won't be offered.
How to start a return:
1) Email support@wanderhoundco.com with your return request and include:
- the name and/or email used for the order;
- your order number; and
- your reason for returning.
2) Wait for our reply approving your return. We'll then send you the return address and instructions. Items posted to us before we've approved the return and sent the return address can't be accepted. (The packing slip in your order is not a prepaid return label.)
3) When you send the parcel, pop the same details (name/email, order number, reason) on a note inside so we can match it to your order on arrival. This speeds up processing.
Return shipping: Wanderhound Co does not provide prepaid return labels and is not responsible for return shipping on these returns. Original shipping costs (where applicable) are non-refundable.
If your parcel is refused or returned to sender on delivery, the return shipping cost is yours, and any carrier fees may be deducted from an eligible refund once the parcel reaches us.
If you're returning an item worth over $75 AUD, consider a trackable service or shipping insurance — we can't guarantee receipt of items lost in transit.
We're a small business, so please let us know if anything about the product fell short. Your feedback genuinely helps us improve.
Faulty, Damaged, Incorrect or Missing Items
If your item arrives faulty or damaged, you received the wrong item, or part of your order is missing, we'll make it right. Please see our Consumer Guarantees policy for how we handle these, then contact us at support@wanderhoundco.com and we'll sort it out for you.
Refunds
Once your return arrives, please allow 5–10 business days for it to be inspected and processed. We'll then notify you by email whether the refund is approved.If approved, your refund is issued to the original payment method within 10 business days of that notification. Your bank or card provider may take additional time to process and show the funds.
Exceptions / Non-Returnable Items
We can't accept change-of-mind returns on sale/clearance items or gift cards. (Faulty, incorrect, or missing items are handled under our Consumer Guarantees policy.)
Exchanges
We don't offer direct exchanges. If you'd like a different item, the quickest way is to return your original item following the return process above, and once your refund is approved, place a new order for the item you want. This gets your replacement item to you faster than waiting for an exchange to be processed.
If your item is faulty, damaged, incorrect, or missing, please see our Consumer Guarantees policy instead — replacements for those are handled there.
Late or Missing Refunds
If you haven't heard from us within 15 business days of posting your return, or your approved refund hasn't appeared within 15 business days of our approval email (please check your Junk/Spam folder first), contact us at support@wanderhoundco.com and we'll track it down for you.