Refund policy

RETURNS

We want you to love your purchase. If it's not quite right, you're welcome to return any full-priced item within 14 days of receiving it for a refund or exchange, provided it's unused and returned in its original packaging.

Unsure which size is right? We'd much rather help you choose the right product before you order than have you go through the inconvenience of an exchange. Just send us your dog's breed, age and weight, and we'll happily recommend the best option.

To arrange a return, simply email us at hello@subwooferdog.com. There's no return form to complete — just let us know what you'd like to return. Feedback is always appreciated, but never required.

You're welcome to use your preferred shipping service with tracking and insurance. In some cases, we may be able to provide a return shipping label for a fixed fee, depending on your country. Just get in touch to check.

 

PACKAGING YOUR RETURN

All products should be returned securely packaged to help prevent damage in transit. We recommend keeping the original packaging until you've decided whether you'll be keeping your order, as it has been designed to provide the best protection during shipping.

For pet feeders, the original packaging has been specifically designed to keep the stand and stainless steel bowls separated. When returning our elevated bowls, please ensure the stainless bowls and stand are packed separately so they cannot come into contact with each other during transit.

Items that are damaged in transit due to inadequate packaging may affect your refund.

Returns should be sent to:

Subwoofer Ltd Returns
307/19 Surrey Crescent
Grey Lynn
Auckland 1021
New Zealand

REFUNDS

Once your return has been received and inspected, your refund will be processed to your original payment method within 14 days.

Please note:

• Original shipping charges are non-refundable.

• If your order originally qualified for free shipping but your return reduces the order below the free shipping threshold, the original shipping cost may be deducted from your refund.

• For international orders, any duties, taxes or customs charges paid are non-refundable.

If you haven't received your refund within the expected timeframe, please email hello@subwooferdog.com and we'll happily look into it for you.

EXCHANGES

Ordered the wrong size or colour? No problem.

Email us within 14 days of receiving your order and we'll help you arrange an exchange, subject to stock availability.

PERSONALISED COLLARS

Engraved collars can still be returned or exchanged under our standard returns policy. As the engraved tag is personalised specifically for your dog, the cost of engraving and the tag will be deducted from your refund.

5-YEAR GUARANTEE & FREE REPAIRS

We stand behind the craftsmanship of everything we make. Every Subwoofer product is covered by our 5-year guarantee.

If your product develops a fault due to materials or workmanship within five years of purchase, we'll repair or replace it at no charge.

Our guarantee does not cover normal wear and tear, accidental damage (including chewing), misuse, or unusually heavy use (such as attempting to tow a car with your lead).

SALE ITEMS

Sale items may be returned or exchanged within 14 days of delivery, provided they are unused, in their original condition, and returned with all original packaging.