Refund policy

Last updated: 21 May 2026
Effective date: 21 May 2026

This Refund & Return Policy applies to all orders placed through https://www.crumpaw.com (the "Site"), the Crumpaw online store.

This policy sets out (a) our voluntary 30-day change-of-mind return program, and (b) the process for making a consumer guarantee claim under the Australian Consumer Law (ACL). Your ACL rights sit alongside this policy — they are not replaced or limited by it.

1. Your Rights Under the Australian Consumer Law

1.1 Our goods 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.

1.2 A "major failure" under the ACL includes (without limitation):

the product has a problem that would have stopped you buying it if you had known about it;
the product is significantly different from the description, sample, or demonstration model;
the product is substantially unfit for its ordinary purpose and cannot easily be made fit;
the product is unsafe.

1.3 For a major failure, you may choose a refund, replacement, or keep the product and ask for compensation for the drop in value.

1.4 For a minor failure (a problem that can be fixed within a reasonable time), we will repair the product, or at our option replace it or provide a refund.

1.5 These rights apply for the period during which the product can reasonably be expected to last, not just within the change-of-mind window in Section 2.

1.6 For more information about your rights as a consumer, visit www.accc.gov.au.

2. 30-Day Change-of-Mind Returns

In addition to your rights under the ACL, Crumpaw offers a voluntary 30-day change-of-mind return program.

2.1 Window: You have 30 calendar days from the date your order is delivered to initiate a change-of-mind return for a refund or exchange.

2.2 Condition requirements for change-of-mind returns:

(a) the product has not been used;
(b) the product is in its original condition with no scratches, marks, food residue, or signs of wear; and
(c) the original packaging is included with the return.

2.3 Return postage: For change-of-mind returns, you are responsible for return postage. We recommend using a tracked service, as we cannot process a refund for a parcel that does not reach us.

2.4 No restocking fee: We do not charge a restocking fee on any change-of-mind return.

2.5 Non-returnable items: None. Every product sold on the Site is returnable under this policy. We do not operate "final sale" exclusions.

3. The "Wrong Design" Exchange

Ordered the wrong design for your dog? It happens.

3.1 Eligibility: Within 30 days of delivery, you may exchange a ceramic dog bowl for a different design provided:

(a) the ceramic dog bowl has not been used; and
(b) the original packaging is included.

Because you may need to open the packaging to confirm the design and finish, a broken seal does not disqualify the exchange — only use on a bowl (food or water served in it) disqualifies it.

3.2 Process: Email support@crumpaw.com with your order number and the correct design you need. We will send you return instructions. Once we receive the original bowl, we will dispatch the replacement at no additional cost, subject to stock availability.

3.3 Return postage: You cover the cost of returning the original bowl. We cover the cost of shipping the replacement to you.

3.4 If the correct design is out of stock: we will offer you a choice of (a) waiting for restock, (b) a refund, or (c) store credit at your preference.

4. Faulty, Damaged, or Mis-Described Products

If a product has a problem covered by the consumer guarantees in Section 1, this section sets out how to make a claim. The conditions in Section 2 do not apply here — a faulty product that has been used is still covered.

4.1 What is covered:

(a) manufacturing defects, including chips, cracks, or glaze failure on first or ordinary use;
(b) material degradation that is not consistent with ordinary use;
(c) products that do not match the description, photographs, or specifications shown on the Site;
(d) products that arrive damaged.

4.2 What is not covered under the voluntary warranty, but may still be covered by the ACL:

(a) damage from dropping the bowl onto a hard surface beyond ordinary use;
(b) damage from sudden extreme temperature change (e.g., placing a frozen bowl into a hot oven);
(c) damage from improper use contrary to the instructions provided;
(d) cosmetic wear consistent with ordinary use over time (e.g., minor utensil marks on the inner glaze).

Nothing in clause 4.2 excludes, restricts, or modifies any right or remedy you have under the ACL. If you believe a product has failed a consumer guarantee despite the circumstances listed in 4.2, please contact us — we will assess every claim on its merits under the ACL.

4.3 Return postage: If the product fails a consumer guarantee, we cover all return postage. We will send you a pre-paid return label or reimburse the cost of return postage on production of a receipt.

4.4 Remedy: For a major failure, you choose between a replacement, a full refund, or keeping the product and receiving compensation. For a minor failure, we will repair, replace, or refund at our option, as permitted by the ACL.

4.5 Processing time: Once we receive the returned product, we will process your remedy within 5 business days. For a refund, the amount will be returned to your original payment method.

5. How to Initiate a Return

Step 1 — Contact us

Email support@crumpaw.com with:

(a) your order number;
(b) the reason for the return (change-of-mind, wrong design, or faulty / damaged);
(c) for faulty or damaged products: photos of the product and packaging.

Step 2 — Receive instructions

We will respond within 1–2 business days with a Return Authorisation (RA) number and our return instructions, including the return address.

Step 3 — Return the product

Securely pack the product and send it, with the RA number clearly marked, to the address provided in your RA email:

Crumpaw Returns (RA #)
10/18 Loyalty Road, North Rocks NSW 2151, Australia

Please retain your tracking number until your refund or exchange has been processed.

Step 4 — We process your refund or exchange

Once we receive and inspect the returned product (typically within 3–5 business days of delivery to us), we will process your refund or dispatch your replacement. Refunds are issued to your original payment method. Your bank or card provider may take a further 3–5 business days to reflect the refund in your account.

6. Complaints

If you are not satisfied with how we have handled a return or consumer guarantee claim, please email support@crumpaw.com with the subject line "Complaint". We will acknowledge your complaint within 7 days and work in good faith to resolve it within 30 days.

You may also lodge a complaint with the Australian Competition and Consumer Commission or your state or territory consumer protection agency:

Australian Competition and Consumer Commission
Website: www.accc.gov.au
Phone: 1300 302 502

NSW Fair Trading
Website: www.fairtrading.nsw.gov.au
Phone: 13 32 20