At Hushmate, we want you and your pet to be completely satisfied with every product you’ve purchased, and we take great care in ensuring we carry only the highest quality products to meet you and your pet’s needs.
We understand that products sometimes don’t meet expectations or things don’t work out as they should, which is why we give you the peace of mind of a replacement if the product doesn’t meet your needs, or a full refund if it’s found to be defective.
For all return requests please contact customercare@hushmate.com.au and include the following information:
- Order number
- Order name
- Item/s that you wish to return
- Reason for return
What is Hushmate’s refund policy?
We happily accept “change of mind” returns for up to 30 days from delivery, provided the item is unopened and in original condition (including packaging). For these purchases you can return your order for exchange or a refund.
You can also return your order for a refund if the item is faulty, not fit for the purpose for which products of that nature are commonly supplied or not as advertised on the website. If you received a damaged shipment or product, please email photos of the damaged item to customercare@hushmate.com.au, include your invoice number and name, and we will work with you to resolve the issue.
Once we receive your qualifying return and approve your refund, we will credit your original method of payment. Please allow an additional 7 business days for the credit to post to your bank or credit card account.
A Hushmate Customer Happiness Team representative must be contacted before returning goods. We can only offer refunds when we have arranged the return shipping. A return shipping label will be provided and is to be clearly attached to the parcel. The parcel can then be dropped off at any post office or post office box.
You will be responsible for the cost of a ”change of mind” return. If the product was faulty, not fit for the purpose for which products of that nature are commonly supplied or not as advertised on the website, then a pre-paid return shipping label will be provided to you.
Due to strict food safety policies, we cannot offer refunds or exchanges on food, treats or any edible items that are opened, unless the item was faulty or you qualify for a refund under our Satisfaction Guarantee policy as set out below. Please make your selections carefully, and double check your order before submitting.
Satisfaction Guarantee Terms and Conditions
- Our Satisfaction Guarantee is applicable on eligible pet accessories only within 40 days of purchase.
- You must be able to provide proof of purchase. We will be able to access your previous purchase if you have misplaced it
- If you meet the above conditions, you will be provided with a full refund of the original purchase price, please allow up to 7 business days for this to show up in your nominated account
- We reserve the right to refuse a refund if your purchase falls outside of the above conditions
- This policy does not replace or limit your rights under the Australian Consumer Law