Refund policy

Returns & refunds

We want you to feel good about what you bought. If a Beihug product doesn’t work for your dog, here’s how we handle it.

The short version

  • 14 days from delivery to request a return or store credit.
  • Items must be unopened and unused for store credit.
  • Defective items: full refund or free replacement, your choice.
  • We cover return shipping on defective items. You cover shipping on change-of-mind returns.

Change of mind

If you’ve received the product within the last 14 days:

  • Unopened items: full store credit (no time limit on using the credit).
  • Opened but unused for safety reasons (e.g., suction mats that the dog never touched): store credit at our discretion. Email us with a quick photo and we’ll sort it.
  • Used items: we can’t accept returns for hygiene reasons (these are products dogs lick, mouth, or wear directly).

You cover return shipping in this case. AU Post is usually around AU$10–15.

Defective / damaged on arrival

If your product arrived broken, defective, or significantly different from what was advertised, we make it right. No fight.

  • Email us within 14 days of delivery.
  • Send us two-more clear photos of the issue (helps us improve our suppliers).
  • Choose: full refund to original payment method OR free replacement. OR keep it and get a partial store credit .
  • We cover return shipping. We’ll send a prepaid return label if we need the item back.

For minor cosmetic issues, we often skip the return entirely and just refund or replace. Keep the original.

Order never arrived

See our Shipping Policy for late-order handling. Short version: if it’s seriously late, you choose between replacement and full refund.

How to start a return

  1. Email hello@beihug.com with your order number and a quick description.
  2. We’ll reply within 1 business day (usually faster).
  3. If returning a physical item, we send instructions and (if applicable) a prepaid label.
  4. Once received and checked, refund or credit is processed within 3 business days.

Refund timing

  • Store credit: applied immediately to your account. Use it anytime.
  • Refund to card: processed within 3-5 business days. May take an additional 5–15 days to appear on your statement depending on your bank.

What this policy doesn’t cover

  • Items not purchased directly from beihug.com. If you bought from a marketplace or reseller, please contact them.
  • Wear and tear from extended use. We stand behind our products but they’re still products — chewed-through silicone after 6 months of daily use isn’t a defect.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. If we’ve made a major failure (the product doesn’t do what we said, is unsafe, or is significantly different from the description), you’re entitled to a refund or replacement under ACL, regardless of our policies above.

If anything here is unclear or you feel we haven’t done right by you, please reach out before leaving a public review. We’ll fix it.

Last updated: June 2026