Refund policy

We want you and your pet to love what you order. If something isn't right, here's how we'll help.

Faulty, damaged or not as described

If your item arrives damaged, develops a fault or isn't what you ordered, email us at hello@chloeandoscar.com.au as soon as you notice. Please include your order number and a photo or short video of the problem. Please keep the item and its packaging until we've sorted it out, as we may need it back to check it. We'll arrange a repair, replacement or full refund, including any shipping costs, at no cost to you.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of mind

If you change your mind, you can return an item within 10 days of delivery. To be accepted, the item must be:

unused and in the same condition you received it
in its original, unopened packaging

Please email us before sending anything back. We'll confirm the return and send you the return address. Items sent back without our approval can't be accepted.

For change-of-mind returns:

you pay the cost of posting the item back
a restocking fee of 15% of the item price applies
once the item has been received and checked, we'll refund the item price less the restocking fee to your original payment method

Cancelled or undelivered parcels

If you cancel an order after it has been sent or a parcel is returned because the address was incorrect or it wasn't collected, we'll treat it as a change-of-mind return. Once it's back with us we'll refund the item price less the restocking fee. If you'd rather we send it again, we can do that once you've paid for the second delivery.