Refund policy

Refund & Return Policy

Last updated: 16 August 2026

At HERDWILD, we want you and your pet to be happy with your purchase.

1. Your consumer rights

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable consumer law.

2. Change-of-mind returns

In addition to your consumer law rights, we accept change-of-mind return requests within 30 days after delivery. To be eligible, the item must be unused, in its original condition and packaging, and free from pet hair, dirt, stains, odours, damage, or signs of outdoor use.

For hygiene and resale reasons, we cannot accept change-of-mind returns for items that have been used outdoors or show wear. This does not apply where an item is faulty, incorrectly supplied, or where your consumer law rights otherwise apply.

3. How to start a return

Email support@herdwild.com with your order number, the item you wish to return, and clear photos where relevant. Please do not send an item back before receiving return instructions from us. We will provide the return address after your request has been reviewed.

4. Return shipping and faulty or incorrect items

For change-of-mind returns, including ordering the wrong size or a preference change, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by applicable law.

If an item arrives damaged, faulty, or incorrect, please contact us as soon as reasonably practicable and include photos where possible. Contacting us within 7 days of delivery helps us resolve the issue quickly, but does not limit your statutory rights. After assessment, we will provide the remedy required by applicable law, which may include a repair, replacement, refund, or partial refund. Where a return is required for a confirmed faulty or incorrect item, HERDWILD will provide a return method or reimburse reasonable return-shipping costs.

5. Sizing

Please check the product size guide carefully before ordering. A sizing issue may be treated as a change-of-mind return where the product is not faulty; the 30-day return period and customer-paid return shipping then apply. This does not affect any rights you may have under applicable consumer law.

6. Refund processing

Once an eligible return has been received and assessed, approved refunds are issued to the original payment method within 5-10 business days. Your payment provider may take additional time to display the refund. Remedies required by applicable consumer law will be provided within the time required by law.

7. Exchanges

We do not offer direct exchanges. Where eligible, please return the item for a refund and place a new order for the preferred item.

8. Taxes & Import Duties

Orders may be shipped internationally from our fulfilment locations. Unless we state at checkout that taxes or duties are collected, customers are responsible for any applicable import taxes, customs duties, GST, VAT, customs clearance charges, or similar fees imposed by the destination country.

Australia GST

Australian GST and customs treatment depends on applicable law, the value of the goods, and our GST obligations. Where we are required by law to collect GST, it will be treated in accordance with applicable law and shown or otherwise communicated at checkout. Customers may remain responsible for customs charges or fees imposed by Australian authorities.

Customs delays

Delivery estimates do not include delays caused by customs inspections, import documentation requirements, government authorities, or carrier processing delays outside our reasonable control.

Refusal of delivery

If an order is refused because import charges remain unpaid, it may be treated as a return once it is returned to us. To the maximum extent permitted by law, original shipping costs and reasonable return costs that we cannot recover may be deducted from any refund. This does not affect rights you may have under applicable consumer law.