We want to make things straightforward if an order arrives damaged, incorrect or appears to have a product quality issue. Please read the information below before requesting a return or refund.
Change-of-mind returns
At this stage, Soft Beast does not accept returns, exchanges or refunds for change of mind.
Damaged, incorrect or faulty items
If your order arrives damaged, you receive the wrong item, or you believe there is a product quality issue, please contact us at hello@softbeastpets.com before sending anything back.
Please include:
- your order number;
- a clear description of the issue; and
- clear photos or a short video showing the item and the problem.
This information helps us assess the issue and respond with the most appropriate next step.
How we resolve confirmed issues
Once the issue has been reviewed and confirmed, we may offer a refund, a replacement or another appropriate solution, depending on the circumstances and your rights under Australian Consumer Law.
Most confirmed product quality issues will not require the item to be returned. Please keep the item, packaging and any relevant evidence until we have completed our assessment.
If a return is required
If we need the physical item returned, we will email you the correct return address and instructions. Please do not send a return until you have received these details from us.
Do not return an item to the address printed on the original shipping label. That address may belong to a carrier or logistics facility and may not be able to receive or process returns.
Wear, chewing and misuse
Normal wear from use, bite marks, or damage caused by misuse, unsuitable use or continued use after damage appears will not automatically be treated as a product quality issue. Pet toys should be used under appropriate supervision and checked regularly for damage.
Refund timing
Approved refunds will be returned to the original payment method. After we process the refund, the time it takes to appear in your account will depend on your bank, card provider or PayPal and is outside our control.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law. Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law.
Contact us
For return or refund questions, email hello@softbeastpets.com.