Returns & Exchanges

Returns & Exchanges

To return your product, please contact us on info@caninespirit.com.au quoting your order number. We will email you a return form that you can print out and include with your return. 

IMPORTANT: Please ensure you meet the following criteria prior to sending your items back.

  • We allow returns and exchanges on Regular Priced items within 28 days of purchase so please check date of purchase before sending your return.
  • Items must be returned in new condition and unused with undamaged tags/hangers attached – items without the product tags / hangers can not be accepted.  Items must be clean and free of all dirt, dog hair and odour.
  • For hygiene reasons we do not accept the return of dog socks.  Clearance items are final sale and can't be refunded.
  • Exchanges are handled as a new order and will incur new shipping charges.  They are sent via standard post.
  • Sale Priced items may be exchanged only for a like item if available or items of equal value within 14 days of receipt. 
  • Once we have received your return/exchange, please allow 5 business days for processing – you will be notified via email once processed.
  • You will be responsible for paying for your own shipping costs for returning your item. There will be a re-delivery charge of $10.95 for Regular Delivery on all exchanges in Australia. They will be delivered in accordance with these shipping time frames.
  • If you are exchanging an item and need the replacement quickly, we recommend you place a new order and return the current item for a refund.

Please note, CLEARANCE items and all dog socks are final sale due to health and hygiene reasons and can not be refunded. Dog Socks include the Pawks, and Sport Pawks.

Click here to contact us via our contact page.

 

For returns, all details will be on the Returns Form we email you. Shipping costs are non-refundable.  We only accept unused items back and all items are subject to inspection. Product tags/hangers must be attached and undamaged.  If they are deemed by Canine Spirit as being not  new, used, washed or marked, we will not be able to process your refund or exchange. 

We recommend carefully trying the product on your dog indoors and do not leave the product on your dog too long to minimise the chance of it picking up an odour. If the product has been tried on and has picked up any pet hair as a result, please ensure all is removed before it is returned to avoid a cleaning fee. If we receive a product back with hair, we will clean it if possible and there will be a $20 cleaning fee. Any product received back with an odour (pet odour, cigarette, etc) will not be accepted.

  • Dog Socks & Pawks - for hygine reasons, dog socks are final sale and cannot be exchanged or returned. 
  • Doubleback Harness - return with the literature and tags attached. Please do not attach carabiners or tie into the harness if it is the incorrect size. 
  • Load Up Harness - return with literature and tags attached. Please do not attach a seatbelt to the harness if it is the incorrect size. 


Refunds will be automatically be applied to the credit card used for the purchase or original method of payment. Please allow a few extra days for your credit card company and bank to process and officially post your refund. Refunds exclude any original delivery costs you were charged. Exchanges are handled as separate transactions. Please note re-shipping charges are not included in the exchange and will be additional as specified on the return form. If there has been a price change since the original purchase, the new / current price is applicable.

We will not be held responsible if there is a delay in delivery. Customers will be responsible for the return shipping and handling charge. In the event that your product is lost in transit, Canine Spirit will not be held liable and therefore recommends you send all returns via a Registered or Tracked service.

For all WARRANTY queries, please contact us on info@canine-spirit.com with your order number and details of the fault. Please attach a picture/s. 
We uphold our suppliers guarantees for gear against defects in materials and craftsmanship.  We reserve the right to replace or credit defective products at our discretion. We will not cover normal wear and tear (damage that naturally and inevitably occurs as a result of normal wear or aging), damage from the canine, such as chewing, incidental damage, like tearing, or wear incurred from improper sizing or use (such as dragging paws). Modifications, alterations, negligence or use for a purpose other than for which it was designed is also not covered.

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