Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item should be clean, undamaged and resaleable and returned to us in Buderim Queensland. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@downunderdogsofficial.com.au.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@downunderdogsofficial.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Our 14-day satisfaction guarantee
If The Lushyl isn't right for you, you can return it within 14 days of delivery for a refund. This applies whether the bed was bought at full price or at a reduced price.
To be eligible for a return under this guarantee, the bed must be:
- In clean, resaleable condition
- Returned with both covers and the original packaging
- Accompanied by proof of purchase
If the item is faulty or not as described, we cover return postage. For change-of-mind returns under our 14-day guarantee, return postage is at the customer's expense.
To start a return, email us at info@downunderdogsofficial.com.au with your order number and we'll send you instructions.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of whether an item was bought on sale. Our 14-day guarantee above is offered voluntarily, in addition to these rights — it does not limit or replace them.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@downunderdogsofficial.com.au.
Questions? WhatsApp Catherine directly on +61 402 023 241, or email info@downunderdogsofficial.com.au. We reply 9am–2pm AEST, Monday to Friday.