Refund Policy

1. Return windows by product

Buddy & Joy offers the following customer guarantees:

• 90 Day Money Back Guarantee for the Car Dog Hammock
• 30 Day Sizing & Fit Guarantee for the Zest Collection 5 Piece Walking Set

These guarantees are designed to give you confidence when shopping with us and are subject to the conditions outlined in this policy.

Return windows differ by product:

• Car Dog Hammock: return requests must be submitted within 90 days of receiving your order.
• Zest Collection 5 Piece Walking Set: return requests must be submitted within 30 days of receiving your order.

If your order contains both products, each item is covered by its own return window. All other conditions in this policy apply equally to both products.

2. General

If your Buddy & Joy product isn't the right fit for your needs, you may return it within the applicable return window set out in Section 1.

 

We understand that buying online can be difficult, especially when you're trying to find the right solution for your family and dog. That's why we offer clear return guidelines and generous return periods to help you shop with confidence.

 

To be eligible for a return:

• The item must be in good condition
• It must be free from damage beyond what would be expected from careful installation, fitting, and testing
• It must include all original components
• Proof of purchase is required

For wearable products, including the Zest Collection 5 Piece Walking Set, we recommend checking sizing and fit before extended use.

Items returned due to incorrect sizing must be clean and in good condition.

 

They must not show signs of extended use, outdoor wear, washing, chewing, damage, excessive pet hair, or any other condition that would prevent the item from being sold as new.

 

To start a return, you must email hello@buddynjoy.co before sending anything back. Returns sent without prior approval will not be accepted.

 

Once your return is approved, items must be sent to:

 

Buddy & Joy
3/19-23 Waine Street
Freshwater, NSW 2096
Australia

 

Approved returns must be shipped within 7 days of receiving return instructions.

 

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

 

Original shipping charges are non-refundable unless the item is confirmed to be faulty.

 

Returns that do not meet the above conditions may not be eligible for a refund.

3. Damages and Issues

Please inspect your order upon arrival.

 

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at hello@buddynjoy.co. This 7 day window applies to all products.

 

To help us assess the issue quickly, please include:

• Your order number
• A clear description of the issue
• Clear photos of the product
• Photos of the outer packaging, including any visible shipping damage

A product is considered faulty if it has a genuine manufacturing defect or arrives damaged.

 

Incorrect product selection or configuration selection does not constitute a fault. For the Zest Collection 5 Piece Walking Set, this includes incorrect sizing.

 

Damage caused by misuse, chewing, scratching, incorrect installation or fitting, modification, or accidental damage is not considered a manufacturing fault and is not eligible for a refund.

 

We may request additional information where necessary to assess the claim.

4. Exchanges

We do not offer direct exchanges.

 

If you selected the wrong configuration, or the wrong size for the Zest Collection 5 Piece Walking Set, please contact us at hello@buddynjoy.co to begin the return process.

Items returned due to incorrect sizing must meet the conditions outlined in Section 2. 

 

All exchanges must follow our standard return procedure. Items must be approved before being sent back.

 

Once the returned item has been received and approved, we will process a refund to your original payment method. You may then place a new order for the correct product.

 

Return shipping costs are the responsibility of the customer.

5. Returns

If you are not satisfied with your order, including change of mind, you may request a return within the applicable return window, subject to the conditions outlined in Sections 1 and 2:

• Car Dog Hammock: return requests must be submitted within 90 days of receiving your order.
• Zest Collection 5 Piece Walking Set: return requests must be submitted within 30 days of receiving your order.

All returns must be approved before being sent back.

 

Items must be returned in good condition and in protective packaging to prevent damage during transit.

 

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

 

Clearance, final sale, or heavily discounted items marked as such at the time of purchase are not eligible for change of mind returns or exchanges.

 

This does not affect your rights under Australian Consumer Law.

6. Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

 

If a product has a major failure, you are entitled to choose a replacement or refund. In some cases, you may also be entitled to compensation for losses caused by the failure.

 

If a product does not meet acceptable quality standards but the issue is not a major failure, we will repair or replace the item.

 

These rights apply to all products regardless of the return windows set out in Section 1.

7. European Union - 14 Day Cooling Off period

If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without providing a reason.

 

To exercise this right, you must notify us in writing within 14 days of delivery by emailing hello@buddynjoy.co.

 

Returned items must be in good condition and include all original components.

 

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

 

This right exists in addition to the product return windows set out in Section 1.

8. Refunds

We will notify you once we've received and inspected your return and let you know whether your refund has been approved.

 

If approved, refunds will be processed to your original payment method within 10 business days.

 

Please allow additional time for your bank or payment provider to process the transaction.

 

If more than 15 business days have passed since your refund was approved, please contact hello@buddynjoy.co.