Refund policy
Return & Refund Policy Sidekitt — Sydney, NSW, Australia
| Policy Area | Summary |
|---|---|
| Return Window | 30 days from delivery date |
| Return Shipping | Customer pays for change-of-mind returns. We cover faulty or incorrect items. |
| Refund Options | Full refund to original payment method, or store credit (+10% bonus) |
| Exchanges | Free size exchanges within 30 days (subject to stock availability) |
| Sale Items | Store credit only, no cash refunds on discounted items |
| Condition Required | Unworn, unwashed, tags attached, original packaging |
1. Return Window
You have 30 days from the date your order is delivered to initiate a return or exchange. We recommend this window as it gives you enough time to check the fit and quality while keeping our inventory fresh so we can offer the best products to all customers.
To start a return, email us at hello@sidekitt.com.au with your order number and reason for return. We will respond within 1 to 2 business days with instructions.
2. Eligibility - What Can Be Returned
To be eligible for a return, items must meet all of the following conditions:
- Returned within 30 days of delivery
- Unworn and unwashed with no signs of use, pet hair, or odour
- All original tags still attached
- In original packaging (or equivalent protective packaging)
- Accompanied by proof of purchase (order number or receipt)
The following items cannot be returned:
- Items that have been worn, washed, or show signs of use
- Items returned after 30 days of delivery
- Items purchased during a sale or promotional event (see Section 6)
- Items marked as non-returnable at time of purchase
3. Return Shipping
Change of Mind Returns
If you are returning an item because it is not the right size, style, or for any other personal preference reason, the cost of return shipping is your responsibility. We recommend using a tracked postage service. Please retain your tracking details as proof of postage, as we cannot accept responsibility for items lost in transit without tracking confirmation.
Faulty, Damaged, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, we will cover the full cost of return shipping. Please contact us within 7 days of delivery with a photo of the issue and we will arrange a prepaid return label.
Return address will be provided upon approval of your return request. We are based in Sydney, NSW.
4. Refund Options
Once your returned item is received and inspected (allow 3 to 5 business days), we will notify you by email and process your chosen resolution:
Option A - Full Refund
A full refund will be issued to your original payment method. Please allow 3 to 7 business days for the refund to appear, depending on your bank or payment provider.
Option B - Store Credit (Recommended)
Receive the full value of your return as store credit, plus a 10% bonus as a thank you for shopping with us. Store credit never expires and can be used on any future order.
Exchanges
We offer free size exchanges on all full-priced coats within the 30-day return window, subject to stock availability. If your preferred size is unavailable, we will issue a full refund or store credit.
Note: Exchanges are not available on sale or discounted items. See Section 6 for sale item conditions.
5. Our Coat Products
Our return policy applies equally across all coat products. Each coat is designed and sized for a specific dog type. Please refer to our size guide on each product page before purchasing to minimise the need for returns.
If you are unsure which coat or size is right for your dog, email us at hello@sidekitt.com.au before ordering. We are happy to help you find the perfect fit.
6. Sale & Discounted Items
Items purchased during a sale, promotional event, or with a discount code are eligible for store credit only. No cash refunds will be issued on discounted items. Exchanges are also not available on sale items.
Items returned from a sale must still meet the standard eligibility conditions outlined in Section 2.
7. Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). As a consumer, you are entitled to a remedy if a product:
- Has a major fault or defect
- Is not of acceptable quality
- Does not match the description or sample provided
- Is not fit for the purpose we stated it would be suitable for
In such cases, you may be entitled to a repair, replacement, or refund regardless of our standard return policy. For more information, visit the Australian Competition and Consumer Commission (ACCC) website at accc.gov.au.
8. Contact Us
If you have any questions about a return, exchange, or refund, please do not hesitate to reach out:
- Email: hello@sidekitt.com.au
- Response Time: Within 1 to 2 business days (Mon to Fri, AEST)
- Location: Sydney, NSW, Australia
We appreciate your support and look forward to keeping your pup warm and stylish! 🐾