Refund policy

Last updated: October 31, 2026

**30-day "your dog decides" guarantee**

Give your Coolmutt mat 30 days from delivery. If your dog won't use it, we'll give you a full refund of the price you paid for the mat.

**How to ask for a refund**

1. Email support@coolmutt.au within 30 days of delivery with your order number, and tell us briefly what happened. We may suggest a few tips that help some dogs settle on the mat.
2. We'll reply with the return address. Post the mat back to us within 14 days of that email. Please use a tracked service and keep your receipt.
3. Once the mat arrives, we'll refund the price you paid for it.

Return postage is paid by you, and the original shipping (free) isn't refunded. Limit of one change-of-mind refund per customer.

Refunds go back to your original payment method, usually within 5–10 business days of the mat arriving.

**Faulty, damaged or wrong items**

If your mat arrives faulty, damaged or not as described, email us with your order number and a photo. We'll replace it or refund you, at no cost to you, and you won't need to pay any return postage.

**Your rights under Australian Consumer Law**

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

**What the guarantee doesn't cover**

Damage from chewing, scratching or misuse, fading from strong direct sun, and normal wear after the 30 days. The mat is cool to the touch, not ice-cold, and isn't waterproof or chew-proof, as described on the product page.