Refund policy

Last updated: 1 July 2026

We're dedicated to delivering quality products and making sure your shopping experience is a good one. If something's not quite right, we're here to help make it right.

Change of mind returns

We offer a 30-day return policy — you have 30 days from receiving your item to request a return. To be eligible:

  • The item must be unused and in the same condition you received it, in its original packaging
  • You'll need your receipt or proof of purchase (an email confirmation is fine)

While the Australian Consumer Law doesn't require us to accept change-of-mind returns, we want you to love what you've bought — so we offer this 30-day window anyway. If you change your mind, just get in touch. Return shipping costs for change-of-mind returns are covered by you.

To start a return, contact us at jen@bigdogthings.com. Returns should be sent to:

Big Dog Things PO Box 5187, Greystanes, NSW 2145

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or doesn't match what you ordered, please get in touch as soon as possible — ideally within 48 hours of delivery, so we can sort it out quickly — but this timeframe doesn't limit your rights under the Australian Consumer Law (see below). Once we hear from you, we'll arrange a return, replacement, or refund, including covering the return shipping cost.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded, restricted or modified under the Australian Consumer Law. This is separate from — and on top of — our 30-day change-of-mind policy above.

  • If a product has a minor problem (something that can be fixed within a reasonable time), we'll offer a repair, replacement or refund.
  • If a product has a major problem — for example, it's unsafe, significantly different from how it was described, or can't easily be fixed — you get to choose the remedy: a refund, a replacement, or compensation for the drop in value.

These rights apply regardless of our 30-day policy above, and we can't limit them through this policy or any other store terms.

Proof of purchase

To process a return or exchange, please provide proof of purchase — your order confirmation email or receipt is fine.

How to start a return

Just email us at jen@bigdogthings.com and we'll guide you through the process, including how to safely package and send your item back.

Processing returns and refunds

Once we receive your returned item, we aim to process it quickly. Refunds are issued to your original payment method unless we agree otherwise with you.

Our goal is for every Big Dog Things purchase to be a good one. If there's anything you need, reach out to jen@bigdogthings.com — we're happy to help.