Refund policy
Returns & Refunds
We want you and your dog to love everything from Hugo & Co. If something isn't right, we're here to help.
Change of mind — You may return most items within 30 days of delivery for a refund or exchange, provided they're unused and in original condition and packaging. Change-of-mind return shipping is at the customer's expense. Some items (e.g. opened consumables, for hygiene reasons) can't be returned for change of mind.
Faulty, damaged or incorrect items — If your item arrives faulty, damaged or not as described, contact us within 7 days of delivery with your order number and a photo. We'll arrange a replacement or full refund (including return postage) at no cost to you.
Australian Consumer Law — Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Nothing here limits your ACL rights.
How to start a return — Contact us with your order number and reason and we'll reply with instructions. Approved refunds are processed to your original payment method within 5–10 business days of us receiving the item.