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Returns and exchanges

We hope you love your Coco & Pud purchases.
If you're not entirely satisfied with your purchase, we're here to help you.

Please note WE DO NOT REFUND SALE  OR DISCOUNTED ITEMS. WE DO NOT OFFER REFUNDS DUE TO CHANGE OF MIND OR ITEMS NOT FITTING YOUR PET

Any returns need to be shipped within 14 days of receipt via return post for a size exchange, only if the products:

• Have not been used or worn
• Have no pulled threads
• Are not soiled or damaged, or absorbed dog smells
• Have its original tags attached
• Are returned in their original undamaged packaging
• Were not purchased on sale or as a clearance item
• Were not received as a prior exchange
• Pet Toys are not returnable

To complete your return, we require a receipt or proof of purchase, and your original Order No. & date of purchase.
Please check our return requirements have been met. Otherwise, we are unable to process your request.

ALL RETURNS MUST BE ACCOMPANIED BY A COMPLETED RETURN FORM & SELF ADDRESSED PRE PAID Min 500g AUSTRALIA POST SATCHEL

Complete your return details on the downloadable Return Form and post your return to:

Coco & Pud
PO Box 3345
Robertson NSW 2577
AUSTRALIA

Please allow up to five business days from the day your return is received by our online store for it to be processed. Processing of returns can take up to 14 days. You will be notified via email as soon as your return has been completed.

We do our best to facilitate all exchange requests, however, if the requested size, colour or style is unavailable or sold out at the time of processing your return, please understand we will not be able to fulfill your request.

If you believe that you have received faulty or damaged merchandise it may be returned, whether or not the products were purchased on sale or during a promotion. Faulty products will be replaced or refunded.


Sale items
Sale items may only be refunded or returned if they are found to be faulty. Unfortunately sale items cannot be exchanged, as alternate sizes are often sold out or unavailable. Please measure your pet carefully when purchasing, we do not refund is a alternate size is not available. 

Prior exchanges 
Items issued in an exchange may not be returned for further exchange.

Exchanges
If you need to exchange an item for sizing, send us an email at contact@cocoandpud.com.au and send your item to:

Coco & Pud
PO BOX 3345
Robertson NSW 2577
AUSTRALIA

All shipping costs are the responsibility of the purchaser when returning an item. Shipping costs are non-refundable.

We recommend taking time to accurately measure your dog prior to making a purchase, and refer to the Size Charts on the individual product listing. Some products size exchanges may not be available due to stock levels. Please contact us to check stock before returning. 

We do not change items for a different item, only size exchange. One exchange per order. 

If the item does not fit and needs to be exchanged, a Pre Paid, self addressed Australia Post satchel (Minimum 500g, must fit the new items comfortably) with tracking needs to be included along with the return item. If a pre paid satchel is not included in your return, or insufficient postage is included you will be invoiced accordingly. 

Upon receiving the return, average turn around time of 3-4 days is expected for the replacement item to be shipped.

Depending on your location, the time it takes for your product to reach you, may vary. As this is up to Australia Post.

Refunds
WE DO NOT OFFER REFUNDS FOR CHANGE OF MIND OR DISCOUNTED OR SALE ITEMS. We do not refund if a item does not fit your pet. We are happy to size exchange. Each item has sizing on each listing to ensure best fit for your pet. We are unable to cancel orders, once shipped or lodged with Australia Post. If a refund is requested, items will be refunded minus shipping costs and minus 20% restocking fee. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we can't guarantee that we will receive your returned item.

 

Download Return Form

 

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