Refund policy

At VoxelCore, we are committed to providing high-quality calming products to support your pet's well-being. Please review our Return & Refund Policy below before making a purchase.

1. Damaged, Defective, or Incorrect Items

Under Australian Consumer Law (ACL), you are entitled to a replacement or refund if an item you receive is faulty, damaged during transit, or significantly different from what you ordered.

  • Eligibility Window: You must notify us within 30 days of delivery.
  • How to Claim:
    1. Email our support team at support@voxelcore.com.au within 30 days of receiving your parcel.
    2. Include your Order Number and clear photos or a short video showing the damaged or incorrect item.
    3. Our team will review your request. Once verified, we will dispatch a free replacement or issue a full refund to your original payment method.

2. Change of Mind & Sizing

To keep our prices fair for Aussie pet owners and due to hygiene and health safety reasons associated with pet gear (such as pet hair, dander, and saliva), we do not accept returns or refunds for change of mind, incorrect sizing choices, or accidental purchases.

  • We strongly recommend using our Size Guide before purchasing to ensure the perfect fit for your pet. (Note: Replace # with your actual Size Guide URL once created)
  • If your dog falls between sizes, we recommend selecting the larger size for optimal comfort.

3. Orders Lost in Transit

If your order hasn't arrived within 5 business days after your estimated delivery date (or if tracking hasn't updated in over 7 days), please reach out to us at support@voxelcore.com.au. We will investigate directly with our fulfillment partner and carrier to locate your parcel or arrange a free replacement if it is deemed lost.

4. Order Cancellations & Edits

Because our orders are processed quickly through our fulfillment partner to ensure fast shipping, we can only cancel or modify orders within 2 hours of placement.

If you need to update your shipping address or cancel an order, please email support@voxelcore.com.au immediately with the subject line "URGENT: Order Change". Once an order has entered fulfillment, it cannot be canceled or modified.

5. Returned to Sender / Incorrect Address

If a package is returned to us due to an incorrect shipping address provided at checkout or failure to collect the parcel from a local Australia Post outlet, the customer will be responsible for the re-shipping fee (at cost, typically starting from $10 AUD) to re-dispatch the item.

6. Contact Us

For any questions regarding your order or return eligibility, please reach out to us:

  • Email: support@voxelcore.com.au
  • Support Hours: We aim to respond to all inquiries within 24–48 hours.