Returns & Refunds Policy

At Frenchie Club, we want you and your Frenchie to love your purchase. If something isn’t quite right, we’re here to help.

1. Change of Mind Returns

If you change your mind about a purchase, you may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return, items must:

Be unused and in their original condition.
Be returned in their original packaging, where possible.
Include any tags, accessories or other items supplied with the product.
Be accompanied by proof of purchase.

Please contact us before returning an item so we can provide the return instructions.

Change-of-mind returns are subject to the conditions above and applicable consumer laws.

2. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible.

To help us resolve the issue, please provide:

Your order number.
A description of the problem.
Photos of the item, if applicable.

We will assess the issue and work with you to arrange an appropriate remedy, which may include a repair, replacement or refund, depending on the circumstances and your rights under Australian Consumer Law.

Your rights under Australian Consumer Law are not excluded or limited by this policy. You may be entitled to a remedy for a faulty, unsafe or misdescribed product regardless of our change-of-mind return conditions.

3. Items That Cannot Be Returned for Change of Mind

Unless required by law, change-of-mind returns may not be accepted for:

Personalised or custom-made products.
Items clearly identified as non-returnable before purchase.
Used items that cannot reasonably be resold for hygiene reasons.

These exclusions do not affect your rights if an item is faulty, unsafe or does not match its description.

4. Refunds

Once we receive and assess your returned item, we will notify you of the outcome.

Approved refunds will generally be issued to your original payment method. Processing times may vary depending on your payment provider or financial institution.

For change-of-mind returns, original shipping fees and return shipping costs may not be refundable, where permitted by law.

If a refund or other remedy is required under Australian Consumer Law, we will follow the applicable legal requirements.

5. Exchanges

If you need a different size, colour or product, please contact us to discuss the available options.

Exchanges are subject to product availability. In some cases, you may need to return the original item and place a new order.

6. How to Request a Return

To request a return, please contact us through our Contact Us page and include your order number, the item you wish to return and the reason for your request.

Please wait for our instructions before sending any items back.

7. Return Shipping

For eligible change-of-mind returns, the customer is responsible for return shipping costs unless we state otherwise.

If an item is faulty, damaged, incorrect or otherwise covered by a consumer guarantee, we will handle return shipping in accordance with your rights under Australian Consumer Law.