Returns Policy
If you are looking to return your order due to ordering the wrong size, you wish to get a different colour, or you simply changed your mind, we are here to help! All returns, refunds and exchanges are to be requested and approved at/by hello@nugandco.com and meet the following requirements;
- The item is unused, unworn, unwashed and in its original and unaltered condition as purchased and received with all original product tags and packaging.
- You return the item within 14 days of your order being delivered to you (our returns policy is valid for 14 days from the date your order was delivered to you as per the shipment tracking - after the 14 day time period has passed, we are unable to accept returns)
- The item is not a gift card or personalised item – these items are unable to be returned or exchanged,
To initiate a return or exchange, please do the following:
Send us an email at hello@nugandco.com noting your order number and reason for return/exchange with any photo evidence that may be required.
We will get back to you within 48 hours with a response and notify you of the next steps. Items sent back to us without first requesting return, exchange or refund will not be accepted.
The consumer/customer is responsible for any shipping costs related to returning items.
Nug & Co will not be responsible for any items lost in the mail when being returned to us. It is recommended and encouraged that you purchase tracking when shipping your item back to us to avoid the item being lost and the refund/exchange/return becoming void.
Once we have received your return for refund or exchange, we will inspect your item as per our return policy. If your return is approved for refund then your refund will be instantly processed, and a credit will be applied to the method of payment used to purchase the item. We will notify you when the credit has been applied. Depending on your financial institution, your funds should be received within 7-10 business days. If you do not receive the funds, please contact your financial institution. If we have any issues or bounces back from your financial institution, we will reach out to you via email.
Sets/Bundled pieces returns
If you would like to return any items from a set or bundled purchase, the bundle or set discount will no longer be applicable. Due to this, the items you do not return will be calculated at full price to determine your refund amount.
Return to exchange for sizing or colour
If you would like to swap an item for a different size or colour, you may return the item and we will simply swap the item for the correct size or colour plus postage fees, should we have the size or colour available in stock. If we do not have the size or colour, we will be in contact to discuss a resolution.
Please remember that due to the possibility of our products selling out, we recommend correctly measuring your dog for its correct size, as well as ensuring you choose the correct colour prior to purchasing. If not measured correctly, or incorrect colour is chosen and you need to exchange for another size or colour, we cannot guarantee we will have the size or colour you require in stock to exchange.
Faulty/Damaged Items:
If any items you receive are faulty or damaged, please email hello@nugandco.com within 3 days of the item being delivered to you so we can evaluate the issue and make it right. You will need to include: your name, order number, best contact details, address, details of the fault/damage along with a photo of the fault/damage. We will email you within 48-72 hours with the next steps. The item needs to be returned to us within 14 days of the item being received by you as per the shipment tracking details.
Guarantee & Warranty:
We have put a lot of work and effort into creating the best of the best for you and your dogs here at Nug & Co. We put a great amount of pride in everything we do and provide from the design and production of our products, our customer service to shipping our items to you as fast as possible. Our products are made from high quality materials that have been tried in tested in many types of tough conditions and are manufactured by the best in the business. But just like everything else in life, our products are unfortunately not indestructible. We can promise and guarantee that we do not take defects or bad workmanship lightly, and that we want the best of the best for you and your beloved pets. We have strict quality control measures in place to avoid any issues in terms of defects. If you do happen to experience a problem with any of our products, please send an email to hello@nugandco.com with details and a photo of the issue or defect you have. All warranty/guarantee claims must be emailed to us with photo evidence within 3 days, and item returned to us within 14 days of the item being delivered to you as per shipment tracking, otherwise we are unable to replace or refund any items. We are more than happy to replace items that are defected and faulty, but our warranty and guarantee does not cover wear and tear. Due to the nature of the items and their intended use, we are unable to replace or refund for items that have been not claimed as defective within the time frame specified, as all claims made after that period will be classed as wear and tear and will be unable to be returned, refunded or exchanged.
Please ensure that you inspect all items for faults or damage when they arrive and prior to use as no used or worn items can be returned.
It is your responsibility as the owner/customer that measurements have been taken correctly, and that the item is adjusted and fit correctly on your dog for the safety, suitability, and wellbeing of your dog. We do not take responsibility if our products have not been fitted or used correctly. We also do not take any responsibility for any injury or loss caused by the use or misuse of our products. Our products are training tools accessories, and it is up to you and your trainer to observe, train, assess and redirect any behaviours to avoid issues and potential injuries.
