Returns, Refunds & Warranty
Returns, Refunds & Warranty
We want you and your dog to be happy with your order. Your rights under the Australian Consumer Law (ACL) always apply, and the policy below explains how we handle faults, warranty claims, sizing and returns.
The Perfect Fit Promise™
Fit is the hardest thing to judge online, so we take it on ourselves. Message us your dog's back length and chest measurement before you order, and we'll recommend a size. If the size we recommended turns out to be wrong, we'll send the correct size free of charge — and you keep the first one. No return postage, no paperwork.
The details, so there are no surprises:
- It applies when we recommended the size before you ordered. Send the measurements through and we'll confirm our recommendation in writing so you have it.
- It covers our sized apparel — the Full-Cover Raincoat and the Clean Home Bundle.
- One replacement per order.
- It's a promise we make on top of your Australian Consumer Law rights, not a replacement for them, and it isn't a change-of-mind returns policy (see below).
If you ordered without asking us first and the size isn't right, get in touch anyway — we'd rather hear from you and see what we can do than have you stuck with the wrong size.
Faulty, damaged or not as described
If your item arrives faulty, damaged, or significantly different from how it was described, you're entitled to a repair, replacement or refund under the Australian Consumer Law. Contact us within a reasonable time of delivery with your order number and clear photos or video of the issue, and we'll make it right.
12-month warranty
Our products are covered by a 12-month warranty against manufacturing defects, unless a different period is noted on the product. The warranty doesn't cover damage from misuse, accidents, normal wear and tear, or damage that happens after delivery through everyday use.
To make a warranty claim, contact us with your order number, a description of the issue, and clear photos or video showing the fault. We'll assess it and let you know the best next step. Please keep the item until your claim is resolved — don't dispose of a faulty product, as we may need to inspect it.
Change of mind
Because of how our products are sourced and shipped, we're unable to accept change-of-mind returns or refunds. Please choose carefully before ordering. If you're unsure about size, use the Perfect Fit Promise above — that's exactly what it's there for.
Sizing & fit help
Our raincoats suit small dogs roughly 2–8kg. Measure your dog's back length (base of neck to base of tail) and chest (widest point, just behind the front legs), then check the size guide. Between two sizes? Size up. Or send the measurements to us and let the Perfect Fit Promise do the work.
Incorrect address or unclaimed parcels
Orders returned to us because of an incorrect or incomplete delivery address, or because a parcel went unclaimed, aren't eligible for a refund. Please double-check your details at checkout.
Contact us
For any return, warranty or fit question, email ceo@bubblegumco.com.au with your order number and we'll help as quickly as we can.