Refund Policy
Last updated: March 2026
Our Commitment
We stand behind every Scruff Co™ product. If something is not right, we want to fix it. Our policy is straightforward and complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010.
Change of Mind
We accept change-of-mind returns within 30 days of purchase, provided the product is unused, in its original packaging, and in resaleable condition. Return shipping costs for change-of-mind returns are at the customer's expense. Once we receive and inspect the returned item, a refund will be issued to the original payment method within 5–7 business days.
Faulty or Damaged Products
If your product arrives damaged, faulty, or not as described, you are entitled to a remedy under the Australian Consumer Law. Depending on the nature of the fault, we will offer:
- A full refund to your original payment method
- A replacement product dispatched at no cost to you
- Store credit to the value of the product
To report a faulty or damaged product, please email [email protected] with your order number and a photo of the issue within 7 days of receiving your order.
Skin Reactions
All Scruff Co™ formulas are vet-reviewed and dermatologically tested for pets. However, every animal is different. If your pet experiences an adverse reaction, discontinue use immediately and consult your veterinarian. Contact us at [email protected] and we will work with you on a resolution on a case-by-case basis.
Non-Returnable Items
The following items cannot be returned for change-of-mind reasons:
- Products that have been opened and used (unless faulty)
- Products purchased during a clearance or final sale
- Gift cards
How to Request a Return
Email [email protected] with your order number, the product name, and the reason for your return.
Our team will respond within 2 business days with return instructions and a return authorisation number.
Pack the product securely and include your return authorisation number on the outside of the package.
Once received and inspected, your refund or replacement will be processed within 5–7 business days.
Australian Consumer Law
Our products 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.