Refund policy
Returns & Refund Policy
At Home Sweet Hound, we want you and your furry friend to love your purchase. We understand that finding the right setup for your home takes time, which is why our eligible acrylic pet gates come with a 30-Day Money-Back Guarantee.
Our returns process is designed to be simple, fair and transparent.
1. 30-Day Money-Back Guarantee
We offer a 30-day home trial on our acrylic pet gates.
If your eligible gate isn't the right fit for your home or your pet, you can request a return within 30 days of delivery for a full refund of the product purchase price.
You are welcome to assemble the gate and try it in your home under normal conditions.
To qualify for a trial return:
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Contact us within 30 days of delivery.
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Use and care for the product responsibly during the trial.
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Return the product and its supplied components.
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Pack the product securely to prevent damage during return shipping.
Normal, careful home trial use is permitted. Products that have been significantly damaged through misuse, deliberately altered, or returned with missing components may require further assessment.
You do not need to provide a reason for changing your mind.
To begin a return, email support@homesweethound.com with your order number.
2. Change of Mind Returns
Our 30-Day Money-Back Guarantee applies to eligible acrylic pet gates and qualifying gate bundles.
For other products, including feeding accessories, change-of-mind returns may be requested within 30 days of delivery, provided the product is unused, in its original condition and suitable for resale.
Please contact our support team to confirm return eligibility before sending your item.
Your rights under Australian Consumer Law remain unaffected.
3. Return Shipping Costs
For change-of-mind returns and returns under our voluntary 30-day home trial, customers are responsible for return shipping costs unless we have agreed otherwise.
For faulty, incorrect or damaged products, reasonable return shipping costs will be covered or reimbursed where required under Australian Consumer Law.
Please contact us before returning an item so that we can provide return instructions.
We recommend using a tracked and appropriately insured shipping service.
4. Faulty, Damaged or Incorrect Products
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible at support@homesweethound.com.
Please include:
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Your order number
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A brief description of the issue
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Photographs or videos where available
We may request additional information to help assess the issue.
There is no 5-business-day deadline that limits your rights under Australian Consumer Law.
5. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
If a product has a major failure, you may be entitled to choose a refund or replacement.
If a product has a minor failure, we may provide a repair or another appropriate remedy in accordance with the law. If the problem cannot be resolved within a reasonable time, you may be entitled to further remedies.
You are not required to accept store credit instead of a refund where the law entitles you to a refund.
Products returned under consumer guarantee rights do not need to be unused or in their original packaging.
Nothing in this policy excludes, restricts or modifies your statutory consumer rights.
6. Non-Returnable Items
Certain products, including personalised or custom-made items, may be excluded from our voluntary change-of-mind return offer where this is clearly disclosed before purchase.
Any exclusions do not affect rights under Australian Consumer Law.
Sale or discounted items remain eligible for applicable consumer guarantee remedies.
7. How to Request a Return
To start a return:
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Email support@homesweethound.com with your order number.
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Let us know which item you would like to return.
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Our support team will provide return instructions and the appropriate return address.
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Securely package your item and send it using the agreed return method.
Please do not send returns to our business contact address without first confirming the correct return destination.
For voluntary returns, please contact us before dispatching your parcel. This process does not limit any statutory consumer rights.
8. Refund Processing
Once an eligible return has been received and assessed where appropriate, we will process the approved refund to the original payment method.
Refunds are generally initiated within 5–10 business days of approval. Your bank or payment provider may require additional processing time.
Eligible returns under our 30-Day Money-Back Guarantee receive a refund of the product purchase price.
Any separately paid original delivery charges are generally non-refundable for voluntary change-of-mind returns, unless otherwise stated or required by law.
Where Australian Consumer Law entitles you to a refund, we will provide the appropriate refund and any other applicable remedies required by law.
9. Lifetime Warranty
Selected Home Sweet Hound acrylic pet gates are advertised with a Lifetime Warranty covering breakage under normal use.
This voluntary warranty is provided in addition to your rights under Australian Consumer Law.
To make a warranty claim, contact support@homesweethound.com with your order details, a description of the issue, and supporting photographs where available.
Eligible claims will be assessed against the warranty terms provided with the product. Where our advertised warranty applies, we will provide the promised replacement.
Nothing in the voluntary warranty limits your statutory consumer rights.
10. Late or Missing Refunds
If your refund has not appeared after the expected processing timeframe, please contact your bank or payment provider.
If you still need assistance, email support@homesweethound.com with your order number.
11. Contact Us
For returns, refunds or warranty assistance:
Home Sweet Hound
Email: support@homesweethound.com
Phone: +61 414 332 263
Our team will be happy to help you find a suitable resolution.