Return and Refund Policy

Effective Date: 17 July 2025
Business Location: Victoria, Australia

This Return and Refund Policy ("Policy") applies to the purchase of goods from BarkBox ("we", "us", "our", or "the Company"), an online retailer of pet-related goods and accessories operating and managed in the State of Victoria, Australia. By placing an order with us, you ("you", "your", "Customer") acknowledge and agree to the terms outlined below.

BarkBox holds the rights to change this at any time without notice.

1. Returns for Faulty, Damaged, or Incorrect Items Only

We accept returns strictly in accordance with the Australian Consumer Law (ACL). We do not accept returns due to change of mind. You may be entitled to a remedy if the goods you receive are:

  • Faulty or defective

  • Damaged during shipping

  • Significantly different from the description or images provided on our website

  • Incorrect (e.g., wrong item received)

If you believe you have received such an item, you must notify us within fourteen (14) days of receipt of the goods. Claims made outside this time period may not be accepted at our sole discretion unless otherwise required by applicable law.

2. Reporting a Problem

To initiate a return, please contact our Customer Support team via email at barkbox.au@outlook.com and provide the following details:

  • Full name and contact information

  • Order number or proof of purchase

  • A detailed description of the issue

  • Photographic evidence clearly showing the damage, defect, or incorrect item

Failure to provide adequate proof, including photographic evidence, may result in your claim being delayed or denied.

3. Assessment and Return Authorization

Upon receiving your request, we will assess the issue based on the information and images provided. If your claim is approved, you will receive a Return Authorization (RA) number along with instructions on how to return the product, if required.

No returns will be accepted without prior written approval and an RA number.

4. Return Shipping Costs

Return shipping costs will be determined on a case-by-case basis. We may, at our sole discretion:

  • Provide a prepaid return shipping label

  • Reimburse reasonable return shipping costs incurred by you

  • Require you to cover return shipping (particularly in cases where the item is found not to be defective)

Shipping costs will not be reimbursed unless previously agreed in writing.

5. Packaging Requirements

When returning an item, please ensure that the product is:

  • Returned in the original packaging, and

  • Packaged securely to protect the item during transit

Failure to package the item adequately may result in damage and potentially affect your eligibility for a refund or store credit.

6. Remedies Offered

If your return is approved, and the product is confirmed to be faulty, damaged, or incorrect, we will offer one of the following remedies:

  • A refund issued to the original method of payment

  • A store credit to be used for future purchases

The choice of remedy shall be made at our discretion, unless otherwise required under the Australian Consumer Law.

7. Refund Processing

Refunds will be processed within a reasonable time after we receive the returned goods (if applicable) and confirm eligibility. Please note:

  • Refunds will only be issued to the original method of payment

  • Processing times may vary depending on your financial institution

  • We are not responsible for delays caused by third-party payment processors or banks

8. Exclusions and Limitations

We do not provide refunds or accept returns in the following circumstances:

  • Change of mind, personal preference, or buyer’s remorse

  • Minor variations in color, texture, or size that do not constitute a major fault

  • Goods returned without an RA number or prior written approval

  • Products that have been used, washed, or altered

  • Items damaged due to misuse, negligence, or failure to follow care instructions

9. Governing Law

This Policy is governed by the laws of the State of Victoria, Australia. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Victoria.

10. Contact Us

If you have any questions or would like to lodge a return request, please contact us at:

BarkBox
Email: barkbox.au@outlook.com
Website: barkbox.site
Location: Victoria, Australia