Refund and Returns Policy

Woof Spark Pty Limited
229 Vincent Street, Cessnock, NSW 2325, Australia
Last updated: 23 March 2026

We want you and your furry friend to be completely happy with every purchase from Woof Spark. This policy explains how returns, refunds, and exchanges work for each of our product and service categories.

Your Rights Under Australian Consumer Law

Our goods and services 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.

Nothing in this policy limits, excludes, or modifies your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

Physical Products — Dog Grooming Products & Accessories

30-Day Return Window

If you change your mind or are not satisfied with a physical product, you may return it within 30 days of receiving your order, provided the item is:

  • Unused and in its original condition
  • In its original packaging, with all tags and labels intact
  • Accompanied by proof of purchase (order confirmation email or receipt)

Once we receive and inspect the returned item, we will process your refund to your original payment method within 10 business days.

Faulty or Damaged Products

If a product arrives damaged, is faulty, or does not match the description on our website, you are entitled to a remedy under the Australian Consumer Law. Please contact us within a reasonable time and we will arrange a replacement, repair, or full refund — including any shipping costs you have incurred.

We may ask you to provide photos of the fault or damage so we can resolve the issue as quickly as possible.

Return Shipping

  • Change of mind returns: The customer is responsible for the cost of return shipping. We recommend using a trackable shipping service.
  • Faulty, damaged, or incorrectly sent products: Woof Spark will cover the cost of return shipping.

Items That Cannot Be Returned

For health and safety reasons, the following items cannot be returned unless they are faulty or defective:

  • Opened or partially used grooming products (shampoos, conditioners, colognes)
  • Dog treats that have been opened
  • Products that have been used on a dog

Return Address

Please send returns to:

Woof Spark Pty Limited
229 Vincent Street
Cessnock, NSW 2325
Australia

Please include your order number and the reason for the return inside the parcel. We recommend contacting us before sending a return so we can provide specific instructions.

Digital Products — PDF Guides & Downloadable Content

Due to the nature of digital products, all sales of PDF guides and downloadable content are final and non-refundable once delivered. Digital products cannot be “returned” once accessed.

Your consumer guarantee rights still apply. If a digital product is not as described, not of acceptable quality, or not fit for the purpose we advertised, you are entitled to a remedy under the Australian Consumer Law.

If you have not received your digital product within 24 hours of purchase, please check your spam folder first, then contact us and we will resend it promptly.

Custom Digital Pet Portraits

Each portrait is individually created using your pet’s photo and your chosen style. Because these are custom-made products produced to your personal specifications, they are generally non-refundable under a change of mind.

We will offer a remake, alternative style, or refund if:

  • The portrait was generated using the wrong photo or incorrect style
  • The portrait was not delivered within the timeframe stated at the time of purchase
  • There is a significant quality issue
  • The product does not match the description or sample images on our website

If you are unhappy with your portrait, please contact us within 14 days of receiving it with your order number and details of the issue.

Canvas Prints

If a physical canvas print arrives damaged during shipping or has a manufacturing defect, we will replace it at no cost or provide a full refund, including shipping.

Grooming Services — In-Salon Appointments

Cancellations

If you need to cancel or reschedule your appointment, please give us at least 24 hours’ notice. This allows us to offer the appointment slot to another pup.

No-Shows

If you do not show up without giving at least 24 hours’ notice, the appointment fee is non-refundable. Repeated no-shows may result in a requirement to prepay for future bookings.

Not Happy With the Groom?

If you are not happy with the result, please let us know within 48 hours of the appointment. We will do our best to resolve the issue, which may include a complimentary touch-up or partial refund.

Please note that certain outcomes depend on your dog’s coat condition, behaviour during the groom, and health considerations. Our groomers will always prioritise the safety and wellbeing of your pet.

How to Request a Return or Refund

To start a return or refund request, please contact us with:

  1. Your order number or appointment date
  2. The product or service in question
  3. The reason for your request
  4. Any photos (if the product is faulty or damaged)

Contact Us

Email: woof@woofspark.com.au
Phone: 0435 720 462
Address: 229 Vincent Street, Cessnock, NSW 2325, Australia

We aim to respond to all enquiries within 1 business day.

Refund Processing

  • Method: All approved refunds will be returned to your original payment method.
  • Timeframe: Refunds will be processed within 10 business days of us receiving the returned item or approving the request.
  • Bank processing: Please allow additional time for your bank or payment provider to reflect the refund (typically 3–5 business days).

Exchanges

If you would like to exchange a physical product, please follow the return process above and place a new order for the item you would like instead.

Sale Items

Products purchased on sale are eligible for returns and refunds under the same conditions outlined above. Your rights under the Australian Consumer Law apply equally to sale items.

Changes to This Policy

We may update this policy from time to time. The latest version will always be available on our website.

This policy is governed by the laws of New South Wales, Australia, and the Commonwealth of Australia, including the Australian Consumer Law.