Exchanges & Returns

Article 1 – Incorrect or Damaged Products

If you’ve received the wrong items or your order arrived damaged, please get in touch with us through our contact form so we can sort it out quickly.

Article 2 – Product Returns

If you’re not completely happy with your order, you can return your products within 14 days of receiving them, as long as they’re in their original, saleable condition.

Products returned in acceptable condition qualify for a full refund of the purchase price.
Return shipping costs AUD 15.00 and are covered by the customer.

Barkmate can’t refund or exchange products that have been used, opened, or are not in their original condition.

Article 3 – Return Procedure

Step 1 – Request a Return
Download, print, and fill out the return form if you haven’t already. You can get a copy by submitting a request through our contact form.

Send the completed return form, along with a photo of the products you’re returning, to the email address provided on the form.

Step 2 – Send Your Return
Once your form has been approved, prepare your parcel following these guidelines:

  • Clearly label your package as “Return” or “Retour.”

  • Use a tracked and insured shipping method to ensure it arrives safely.

  • Email us the tracking number once you’ve sent the parcel.

Step 3 – Refund
Once we receive your return, Barkmate will refund the purchase amount to your nominated bank account within 5 business days.

Article 4 – Return Conditions

  • All products must be unused, unopened, and in their original packaging.

  • Barkowo isn’t responsible for the cost of return shipping.

  • Products must be packed securely to avoid damage during transit.

  • Returns must be sent using a tracked and insured service — Barkowo can’t take responsibility for lost or damaged items in return transit.

  • The return form must be approved before sending — unapproved returns may not be processed.

Article 5 – Contact for Returns

If you have any questions about returns or exchanges, please contact us through the Barkmate contact form.
We’re happy to help and will make the process as smooth as possible for you and your pup