Refund policy

INTERNATIONAL RETURNS

• International customers have 30 days after receiving their item to request a return
• Customers are responsible for return shipping costs on all international orders
• Import duties and taxes paid upon delivery are non-refundable
• International returns may take 2-4 weeks to process due to shipping times
• Products must be unused, in original packaging and in resalable condition
• Please contact us before returning international orders to receive return instructions

AUSTRALIA & NEW ZEALAND

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

IMPORTANT INFORMATION:

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at hello@droggo.com and let us know the reason of your return and provide us with pictures (e.g. if product is faulty). Please note that all returns will need to be sent to our facility in Perth, Western Australia.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@droggo.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@droggo.com.

Droggo Fit Guarantee – Harness Size Exchanges 🧡

We want every droggo to feel comfortable and ready for adventure! If your new harness isn't quite the right fit, we're happy to help you exchange it for another size.

How it works

  1. Contact us within 14 days of receiving your order to request a size exchange.
  2. Let us know your order number and the size you'd like to exchange. Feel free to send us your dog's measurements, weight and a photo so we can help you choose the best fit.
  3. Send your original harness back to us at your own postage cost.
  4. Once we've received and inspected your harness, we'll send your replacement size with FREE standard shipping within Australia!

A few things to keep in mind:

  • One free replacement shipment per harness purchase.
  • Harnesses must be clean, undamaged, free from pet hair and odours, and in resellable condition with original tags and packaging.
  • You're welcome to try the harness on your dog indoors to check the fit, but it must not have been used on walks.
  • Size exchanges are subject to stock availability.
  • This offer applies to individual Droggo harnesses and harnesses purchased as part of our Adventure Bundles.
  • Customers are responsible for return postage. Droggo covers standard shipping for the first replacement within Australia.
  • If your preferred size is unavailable, please contact us to discuss available alternatives.
  • Change-of-mind refunds are not offered under this voluntary size exchange guarantee.

Need help before ordering?

Send us your dog's measurements, weight and a photo, and we'll do our best to help you find the right fit for your best fren!

This voluntary fit guarantee is in addition to your rights under Australian Consumer Law. Nothing in these terms limits your rights to a remedy for faulty, incorrectly described or otherwise non-compliant products.