Returns & Exchanges

Returns & Exchanges

This page summarises our return process. For the full policy, see our Refund Policy.

Faulty, Damaged or Incorrect Items

If an item arrives damaged, faulty, incorrect, or significantly different from its description, contact support@herdwild.com as soon as possible. Please include your order number, clear photos or video of the issue, and a photo of the parcel if it arrived damaged.

After assessment, we will provide an appropriate remedy, such as a replacement, refund, store credit, or another remedy required by applicable law. This does not limit rights available under Australian Consumer Law or the New Zealand Consumer Guarantees Act.

Size and Change-of-Mind Returns

You may request a return within 30 days of delivery for an incorrect size or change of mind. The item must be unused, clean, free of pet hair, odour, stains, washing marks or damage, and in resaleable condition with original packaging where possible.

For size or change-of-mind returns, customers are responsible for return shipping costs unless HERDWILD sent the wrong item or the item is confirmed faulty. We do not offer direct exchanges: after the returned item is received and inspected, an eligible refund is processed and you may place a new order in the preferred size.

Items We Cannot Accept for Change-of-Mind Returns

We cannot accept change-of-mind returns for items that have been used outdoors, washed, altered, damaged by a pet, or returned dirty, wet, stained, odorous, or covered in pet hair. These conditions do not apply to valid consumer-law claims.

How to Request a Return

Email support@herdwild.com with your order number and supporting photos where applicable. We aim to respond within 1 business day and will provide the next steps.

Customs Refusal

If a delivery is refused because of unpaid import duties or taxes, the order may be treated as a return. Original shipping and reasonable unrecoverable return costs may be deducted from any refund where permitted by law.