Refund policy

Return & Refund Policy

We want you to feel confident when shopping withGROOF & CO.Please review the information below before placing your order, and contact our customer service team if you have any questions.




Wearable Products & Sizing Returns/Exchanges

We understand that getting the right fit for your pet is essential!

  • 7-Day Sizing Returns & Exchanges: If a wearable product (such as a collar, harness, or apparel) does not fit your pet, you may request an exchange or return within 7 days of delivery.
  • Condition Requirements: To be eligible for a size exchange or return, wearable items must be:
    Unused, unwashed, and in original condition
    Free from pet hair, marks, damage, odours, or any signs of wear
    Returned complete with all original packaging and tags attached
  • Custom & Personalised Items: Personalised products are made especially for you and remain ineligible for return or exchange for change-of-mind or sizing reasons. Please double-check all personalised details, including spelling and measurements, before completing your order.




Non-Wearable Products (Change-of-Mind)

Eligible non-wearable products may be returned or exchanged within14 days of delivery, provided they meet the following conditions:

  • Unused and in original condition
  • Returned with all original packaging intact
  • Free from marks, damage, odours, or signs of use

Please contact our customer service team before sending any items back so we can guide you through the return process. Exchanges are subject to product availability.




Faulty, Damaged, or Incorrect Items

We carefully inspect every order before it leaves us. If your item arrives damaged, faulty, or different from what you ordered, please contact us within7 days of deliverywith your order number and clear photos or video showing the issue.We’ll review the details and work with you on the most suitable resolution, which may include a replacement, repair, or refund.Nothing in this policy limits your rights underAustralian Consumer Law. If a product is faulty, unsafe, not as described, or otherwise covered by consumer guarantees, please contact us so we can assist.




We’re Here to Help

For any return, refund, sizing, or product-quality questions, please contact our customer service team. We’re always happy to help and will do our best to resolve your concerns promptly and fairly.