Returns, Refunds & Warranty Policy

Last updated: 13 September 2026

Rove & Wag is an Australian-owned online retailer operated by Built Different Goods Pty Ltd (ABN: 32696855562). We want you to feel confident when shopping with us.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under that law.

Faulty, damaged or incorrect products

You may be entitled to a repair, replacement, refund or other remedy if a product is faulty, unsafe, damaged, significantly different from its description, or not fit for its normal purpose or a purpose you told us about before purchasing.

For a major problem, you may choose a refund or replacement. For a minor problem, we may first provide a repair, replacement part or another appropriate remedy within a reasonable time. If a minor problem cannot be fixed within a reasonable time, further remedies may be available.

Rove & Wag is responsible for assisting you with products purchased from our store. You do not need to contact our supplier or a product manufacturer.

Additional product warranty

Many products also include a 12-month supplier warranty unless a different warranty period is stated on the product page.

This additional warranty generally does not cover:

• Normal wear and tear.
• Improper assembly, alteration or modification.
• Abnormal use, misuse or abuse.
• Damage caused by inadequate care or maintenance.
• Damage limited to external product packaging.

These exclusions do not limit your rights where a product fails to meet a consumer guarantee. Your Australian Consumer Law rights may continue beyond the stated warranty period depending on the product and circumstances.

How to make a claim

Contact us at info@roveandwag.com.au and provide:

• Your full name and order number.
• The product and quantity affected.
• A clear explanation of the fault, damage, incorrect item or missing part.
• Clear photographs or video showing the issue and relevant packaging.
• Your preferred outcome, where applicable.

Images and video must be clear enough for us to assess the claim. We may reasonably request further information, proof of purchase or an opportunity to inspect the product. This does not remove your right to a remedy where a product fails to meet a consumer guarantee.

Please keep the product, all components and packaging until your claim has been finalised. Do not dispose of or return the product without contacting us first.

Missing parts

If a product arrives with a part missing, contact us with your order number, clear photographs and details of the missing component.

Where a suitable replacement part is available, it will be dispatched as soon as practicable after the claim is approved. If a replacement part cannot be supplied within a reasonable time, we will offer another appropriate remedy.

Returning a faulty product

We will advise whether the product needs to be returned and provide the correct return instructions. Do not send products to the address shown on a parcel or directly to a supplier unless we specifically instruct you to do so.

If the product is confirmed to have a problem covered by the Australian Consumer Law, Rove & Wag will cover or reimburse reasonable return costs. Please retain any postage receipts.

If an inspected product is found not to have a fault, you may be responsible for reasonable collection, inspection or return costs where we provided an estimate of those costs beforehand.

Refunds for faulty products

Approved refunds will be issued to the original payment method unless you agree to another method. Please allow time for your bank or payment provider to process the refund after it has been issued.

No restocking fee or deduction for prior use will be applied to a refund provided for a major failure under the Australian Consumer Law.

Change-of-mind returns

You are not automatically entitled to a refund or exchange under the Australian Consumer Law because you changed your mind, ordered the wrong product, found the item cheaper elsewhere or no longer need it.

However, we may accept an eligible change-of-mind return when all of the following conditions are met:

• You contact us within 14 days after delivery.
• We approve the return before it is sent.
• The product is unused, unassembled and in resalable condition.
• The product and all accessories, instructions and components remain in their original, unopened and undamaged packaging.
• The product is not excluded from change-of-mind returns.

Products excluded from change-of-mind returns

Change-of-mind returns are not available for:

• Opened packages.
• Health, hygiene or safety products.
• Personalised, customised or made-to-order products.
• Bulk or commercial-quantity purchases.
• Products specifically marked as non-returnable on the product page.

These exclusions do not apply where a product fails to meet a consumer guarantee under the Australian Consumer Law.

Change-of-mind return costs

For an approved change-of-mind return:

• You are responsible for arranging and paying for return delivery.
• Original shipping charges are not refundable.
• A restocking fee equal to 10% of the product price may be deducted from the refund.
• Return-to-sender or other carrier charges may also be deducted where applicable.

The product remains your responsibility until it is received at the approved return address. We recommend using tracked delivery and retaining proof of postage. A refund will be processed only after the returned product has been received and its condition checked.

Order cancellations

Contact us immediately if you wish to cancel an order. We will try to assist, but cancellation is not guaranteed once payment has been processed or the order has entered fulfilment.

If the order has already been dispatched, it cannot be cancelled and any return will be considered under the change-of-mind section of this policy. Return-to-sender charges and any applicable restocking fee may be deducted from the refund.

Incorrect returns

Please return only the product authorised by us and send it only to the approved return address. Rove & Wag and its suppliers are not responsible for unrelated or incorrectly returned products.

Product recalls

If a product is recalled, we will contact affected customers where possible and provide instructions regarding return, replacement, repair, refund or disposal.

Contact us

For return, refund or warranty enquiries, contact:

Rove & Wag
Operated by Built Different Goods Pty Ltd
ABN: 32696855562
Email: info@roveandwag.com.au

Please include your order number in all enquiries so we can assist you promptly.