Returns & Exchange Policy

Damaged or Faulty Items, or Wrong Item Received

If your item arrives damaged, faulty, or you receive the wrong item, contact us at hello@riffraffpets.com. Our team will get back to you within 24 hours.

Change of Mind Returns

If you change your mind after receiving your item, you can return it within 7 days of purchase. The item must be unused, unwashed and in its original packaging.

You'll need to cover the cost of return shipping. We don't refund the original shipping cost. Contact us at hello@riffraffpets.com to arrange your return.

Personalised Comforters

Because personalised items are made specifically for you, we can't accept returns or exchanges unless the item is faulty. Please double-check spelling carefully before you check out.

Refunds

We refund to your original payment method once we've received and checked the returned item. You'll get an email when your refund is issued, it may take a few days to show up on your bank or card statement.

Exchanges

We'll send your exchange to the original delivery address once we've received the original item at our warehouse.

Damage from Play and Chewing

Our pet comforters are designed to comfort your pet during sleep and crate time — not as a chew toy for active, unsupervised play.

Chew damage isn't a product fault, and we don't cover it under our returns policy or the ACL. If a comforter shows signs of chewing, biting, tearing from play, or other damage from use, we won't offer a repair, replacement or refund for that damage — even if it happens shortly after purchase.

To help keep your comforter in good shape:

• Only give it to your pet during supervised sleep or settled crate time
• Take it away during active play, walks, or when your pet is unsupervised
• Store it somewhere your pet can't reach when it's not in use

Once your comforter is home with you, keeping it safe from chewing and rough play is the customer's responsibility. We'll ask for photos as part of any claim. If our assessment shows the damage looks like chewing or play rather than a manufacturing fault, we won't be able to offer a remedy under this policy.

This exclusion covers damage caused by use after delivery. It doesn't affect your rights under the ACL if a comforter is faulty, unsafe, or not of acceptable quality from the moment it's delivered — for example, if stitching fails or materials fall apart under normal, supervised use, rather than through chewing.

Chewing and Damage to Pet Accessories

Our Canine Caddy, Pet Water Bottle and Lick Mat are made for their intended use — they're not chew toys.

Damage from chewing, biting, tearing, scratching, destructive play or other misuse isn't a product fault, and we don't cover it under our returns policy or the ACL. This applies even if the damage happens shortly after purchase.

That said, if your item arrives with a manufacturing defect or fault, contact us as soon as possible with photos of the issue. We'll assess defects present on arrival, or faults that happen under normal, intended use, in line with your rights under the Australian Consumer Law.

If our assessment shows the damage is from chewing, biting or misuse rather than a manufacturing defect, we won't be able to offer a repair, replacement or refund for it.