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Returns & Exchanges

Returns & Exchanges

We hope your dog is wagging with joy over their new gear!  But if it is the wrong size or not what you expected, for most of our products, there is no problem to exchange or return new/unused items to us within 28 days . 

Contact us on quoting your order number and we will email you a return form that you can print out and include with your return.  If you want advice on sizing, etc, include your dog's breed, weight and measurements and also feel free to include a pic.  Returns/exchanges are by post only. 

Exchanges are treated as a new order so:

  • If the item you are exchanging is valued over $70, your exchange out will ship Free Regular Delivery
  • If the item you are exchanging is valued under $70, there will be a $6.95 Regular Delivery fee - we will email you the invoice for this.
  • You are responsible for paying for your own shipping costs for returning your item to us.
  • Please do not send pre-paid bags for us to return the item to you as we cannot use these.
  • For refunds, they will be applied to method used for the purchase. Please allow a few extra days for your credit card company/bank to process your refund. Refunds exclude any original delivery costs you were charged. For backpacks and items that have been exchanged multiple times & then sent back for refund there is a 10% restocking fee. 
  • Items that have been requested on 'special order' can not be exchanged or refunded.

We aim to process exchanges/refunds as quickly as we can - typically within 1-2 business days.  We'll drop you an email as soon as we do!

Please ensure you meet the following before you send your items back. Items not meeting these cannot be exchanged or refunded.

  • We allow returns & exchanges on Regular Priced items within 28 days of purchase.
  • Items must be returned unused (not washed) and in new condition with undamaged product tags/hangers attached/included.
  • Items must be clean and free of all dirt, dog hair & odour to be accepted. We recommend only trying them on your dog indoors & for a short period of time so they remain clean and don't pick up odour.
  • Sale Priced items may be exchanged only for a like item if available or items of equal value within 14 days of receipt. 
  • Special order and Clearance items are final sale and can't be exchanged or refunded.  For hygiene reasons we can not accept the return of dog socks.
  • You will be responsible for the shipping charge to return the item to us. In the event that your product is lost or damaged in transit to us, Canine Spirit will not be held liable. As such, we recommend you hold on to your proof of posting in case you need to contact Australia Post or send it back to us via a tracked or insured service.
Please note: Products returned to us dirty or with hair, will not be accepted unless we feel we can clean them.  In this case, they will be subject to a 30% cleaning fee.

Warranty Queries

We only choose to retail products that are made to a high quality and from suppliers dedicated to making the best dog gear available.  We uphold our suppliers guarantees for gear against defects in materials and craftsmanship.   

While we understand that the unexpected can happen, our suppliers guarantees cover manufacturing and materials defects only. 

We/they DO NOT cover accidental damage or cuts, damage from abrasion or rubbing, improper or misuse of the product, chewing, or normal wear and tear.  Modifications, abuse, alterations, disassembly, negligence or use for a purpose other than for which it was designed is also not covered.

Please contact us on with your order number and details of the fault. Please attach a clear picture/s.   For Ruffwear products, we need the PO number - this is the quality control number.  You will find this on a small black tag in the locations you can find here - click here for number location .  

Before we dispatch your order, all items are carefully inspected - if upon receipt you find there is an issue, you must alert us to this within 48 hrs of receipt. 

For all claims, warranty information will be sent to the supplier.  We may require you to send the item to them for closer inspection and as a measure of safety & quality control, however we will let you know if this is the case.   Please allow approximately 5-10 business days for the warranty cases to be reviewed.  We reserve the right to replace or credit defective products at our discretion.