Refund policy
Refund & Returns Policy
30-Day Money-Back Guarantee
At Carlow & Friends, your satisfaction matters to us.
If you’re not completely happy with your purchase, contact us within 30 days of receiving your order to arrange a return for a full refund of the price paid for the returned item.
You may try the product as intended to determine whether it’s right for your pet. It doesn’t need to be unused to qualify for our 30-day satisfaction guarantee.
Please return the product with its included parts and accessories where reasonably possible. Original packaging is helpful but isn’t required.
How to Request a Return
Email support@carlowandfriends.com with your order number within 30 days of delivery.
Our team will provide return instructions and, for accepted returns, a return shipping label.
Please contact us before sending anything back so we can provide the correct return details.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
We’ll assess the issue and arrange an appropriate remedy.
Your statutory consumer rights for faulty or misdescribed goods are not limited to our 30-day satisfaction guarantee.
Refund Processing
Once your return has been received and assessed, we’ll confirm when your refund has been processed.
Approved refunds are issued to your original payment method, generally within 10 business days. Your bank or payment provider may take additional time to make the funds available.
If more than 15 business days have passed since your refund was approved, please contact us.
Your Consumer Rights
Our 30-day money-back guarantee is an additional store promise and doesn’t replace or limit your rights under Australian Consumer Law or other applicable consumer protection laws.
Customers may be entitled to a repair, replacement or refund for products that are faulty, unsafe or don’t match their description. These rights may continue beyond 30 days.
Any additional statutory cancellation or return rights that apply in your country also remain in effect.
Contact Us
Carlow & Friends
Email: support@carlowandfriends.com
We’re always happy to help make your shopping experience as straightforward as possible.