Refund policy

Refunds & Returns Policy

We want you (and your dog) to love what you ordered. If something isn’t quite right, we’ll help make it right — calmly, fairly, and with minimal fuss.

All returns are handled in line with Australian Consumer Law, and we’ve made the process simple with self-serve returns available through your SniffLab account.


SniffLab Guarantee vs. Refunds & Returns

Products designed and made by SniffLab™ are covered by our Paw Tested Promise, which guarantees against manufacturing or material defects.

For all other products (including third-party brands stocked by SniffLab), the Refunds & Returns Policy below applies.

Either way, your purchase is protected, and we’re here to resolve any issues quickly and fairly.


How Returns Work (Self-Serve)

Customers can submit return requests directly from their SniffLab account — no need to email or call.

Simply log in, select your order, and follow the prompts to lodge a return request.


Change of Mind Returns

If you change your mind, we accept returns within 30 days of delivery, provided the following conditions are met:

  • Item is unused, unwashed, and in original condition
  • Original packaging, tags, and labels are intact
  • Proof of purchase is provided (e.g. order confirmation)

Once your return request is approved and the item is received and inspected, you may choose either:

  • A refund to your original payment method, or
  • Store credit

Return shipping for change-of-mind returns is the responsibility of the customer.
We do not charge a restocking fee.


Exchanges

Need a different size or style?
Please submit a return within 30 days and place a new order for the preferred item.

This helps ensure availability and faster delivery of your replacement.


Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, you’re entitled to a remedy under Australian Consumer Law.

Please submit a return request via your account or contact us with:

  • Your order number
  • A brief description of the issue
  • A clear photo of the product

If the item is confirmed faulty or incorrect, SniffLab will cover return shipping and arrange a replacement, repair, or refund as appropriate.


Non-Returnable Items

The following items cannot be returned unless faulty:

  • Used items
  • Final sale or clearance items


Processing Time

Once we receive your returned item, please allow 3–5 business days for processing.
You’ll receive an email confirmation once your refund, store credit, or exchange has been completed.


Need Help?

If you have any questions about returns, exchanges, or product care, you can reach us at
hello@snifflab.com.au

We’re always happy to help.


A Note from SniffLab™

We design our gear for real life — made to be used, loved, and trusted.
If something doesn’t hold up or doesn’t feel right for your dog, we want to know.

Your feedback helps us improve every detail — because at SniffLab, we don’t just make dog gear.
We make it better, together.