Refund policy

Returns & Refund Policy

Thank you for shopping at LargeDogGear!

At Large Dog Gear, we are committed to providing quality products designed for large and strong dogs. We want you to shop with confidence and enjoy a positive experience with every purchase.

If you are not completely satisfied with your order, please review our Returns & Refund Policy below.

1. Returns – 60-Day Return Policy

We accept eligible returns within 60 days from the original shipping date.

To qualify for a change-of-mind return:

The product must be unused, unworn, and in its original condition.
The product must be returned with its original packaging, tags, and accessories.
The item must not show signs of damage, excessive handling, or use.
Proof of purchase or an order number must be provided.

We reserve the right to decline change-of-mind returns that do not meet these conditions.

This does not affect your rights under Australian Consumer Law.

2. Refunds

Once we receive your returned item, our team will inspect it to confirm that it meets our return requirements.

If your return is approved:

A refund will be issued to your original payment method.
We aim to process approved refunds within 5 business days.
Your bank or payment provider may require additional time to make the funds available.

We will notify you once your refund has been processed.

For change-of-mind returns, original shipping charges are generally non-refundable, unless otherwise required by law.

3. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Faulty, Damaged, or Incorrect Products

If your product arrives faulty, damaged, or different from what you ordered, please contact our customer support team.

Where required under Australian Consumer Law, we will cover reasonable return shipping costs and arrange an appropriate remedy.

Change-of-Mind Returns

For returns due to a change of mind, incorrect size selection, or personal preference, customers are responsible for return shipping costs.

We recommend using a tracked shipping service, as we cannot take responsibility for change-of-mind returns lost during transit.

Please contact us before returning any item so we can provide the appropriate return instructions.

4. Incorrect Size or Fit

We understand that finding the correct harness or collar size for a large dog can sometimes be challenging.

To minimise sizing issues, we strongly recommend checking the product's sizing guide and measuring your dog's neck, chest, or other relevant dimensions before placing an order.

If you have ordered an incorrect size:

You may request a return within our 60-day return period.
The product must be unused and in its original condition.
Return shipping costs are the customer's responsibility.
You may place a new order for the correct size.

If the product's measurements or sizing do not match the advertised specifications, please contact us so we can assess the issue and provide an appropriate resolution.

Your rights under Australian Consumer Law remain unaffected.

5. Personalised and Custom-Made Products

Certain Large Dog Gear products may be personalised with your dog's name, custom patches, engraved details, or other customer-selected information.

Personalised and custom-made products cannot be returned or refunded due to a change of mind, incorrect customer-provided details, or incorrect size selection.

Because these products are specifically prepared for individual customers, they cannot generally be resold.

However, if a personalised product arrives faulty, damaged, incorrectly personalised due to our error, or otherwise fails to meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement, or refund.

Please carefully review all personalised information before completing your purchase.

6. Damaged, Faulty, or Incorrect Items

We take care to ensure that every order is processed correctly.

If you receive a damaged, faulty, or incorrect item, please contact our customer support team as soon as possible.

When contacting us, please provide:

Your order number.
A brief description of the issue.
Clear photographs showing the damage, fault, or incorrect product, where available.

Our team will review the information and assist with an appropriate resolution.

Depending on the circumstances and your rights under Australian Consumer Law, this may include a repair, replacement, or refund.

7. Delayed or Lost Packages

We understand that delivery delays can be frustrating.

Occasionally, shipments may experience delays due to courier operations, customs processing, or other logistics issues beyond our direct control.

If your order is significantly delayed or appears to be lost, please contact our customer support team.

For suspected lost packages, we generally allow up to 30 days from the original shipping date for delivery investigations and courier processing.

If your package is confirmed lost or cannot be delivered, we will arrange an appropriate resolution, including a replacement or refund where applicable.

This investigation period does not limit any rights or remedies available under Australian Consumer Law.

8. Non-Returnable Items

The following products are generally excluded from change-of-mind returns:

Personalised or custom-made products.
Products that have been used, worn, washed, or damaged after delivery.
Products returned without their original packaging or essential accessories.
Products showing signs of significant wear, chewing, or misuse.

These exclusions apply only to change-of-mind returns and do not override your statutory consumer rights.

9. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

We will do our best to accommodate cancellation requests before the order has been processed or dispatched.

Once an order has been shipped, it cannot generally be cancelled.

If your order has already been dispatched, you may request an eligible return in accordance with this policy after receiving the item.

Personalised products may not be eligible for cancellation once customisation or production has commenced.

This does not affect your rights under Australian Consumer Law.

10. How to Request a Return or Refund

To request a return, refund, or replacement, please contact our customer support team through the contact page on our website or email us at contact@largedoggear.com.au.

Please include your order number, the reason for your request, and any relevant photographs.

Our team will review your request and provide further instructions.

Please do not send products back without contacting us first, as the correct return address may vary depending on the product.