Return Policy

Oscar & Lulu – Returns & Exchange Policy

At Oscar & Lulu, we take great pride in offering premium designer dog beds and carefully selected pet products. We want you and your pet to be completely satisfied with your purchase.

Faulty or Damaged Products

If your item arrives faulty or damaged, please contact us within 48 hours of receiving the product.

We may request:

  • Photos of the product
  • Description of the issue

Once confirmed, we will arrange a replacement, repair, or refund in accordance with Australian Consumer Law.

Change of Mind Returns

We understand that sometimes you may change your mind.

Change of mind returns may be accepted within 14 days of delivery, subject to the following conditions:

  • The item must be unused
  • The item must be in original packaging
  • All labels, tags, and seals must remain attached
  • The item must be in resaleable condition

Approved change-of-mind returns will incur a 25% restocking fee.

Shipping costs are non-refundable, and return shipping will be the responsibility of the customer.

Change of Mind Returns Cannot Be Accepted If:

  • The product has been removed from its original packaging
  • Labels or seals have been removed
  • The product has been used, washed, dirty, or damaged
  • The product contains food, treats, or medication
  • The request is made more than 14 days after delivery

If, at the sole discretion of Oscar & Lulu, a returned item is determined to not be in resaleable condition, we reserve the right to refuse a refund or exchange.

Important Notes

  • All returns must be authorised before being sent back.
  • Items returned without a Return Authorisation Number (RAN) may not be accepted.

If you need assistance with a return or exchange, please contact our team:

Email: orders@oscarandlulu.com.au
Website: https://oscarandlulu.com.au

We are always happy to help ensure you and your pet have the best possible experience with Oscar & Lulu.