Refund policy
There are two ways to send something back, and which one applies depends on whether your dog actually tried the chew.
1. The Docabu Promise — if your dog wouldn't chew it
If your dog tries the chew and simply isn't interested, email hello@docabu.com within 30 days of delivery with a photo of the chew and we'll make it right — a replacement, or a refund if you'd rather.
- You don't need to post anything back. The photo is the whole process.
- Tooth marks and surface flaking are fine — that's a dog giving it a fair go.
- A chew that's already half gone doesn't qualify. At that point your dog got the use out of it, and we'll swap it rather than refund it.
- One chew per customer. This is here to take the risk out of trying us for the first time, not as a standing return policy.
The full details are on The Docabu Promise page.
2. Standard returns — if the item is unused
We offer a 30-day return policy: you have 30 days from the date you receive your item to request a return.
To be eligible:
- The item must be unused, in its original condition, and in original packaging
- Proof of purchase is required
To start a return, contact us at hello@docabu.com. Returns sent without prior approval will not be accepted.
Approved returns should be sent to:
PO Box 424, Brunswick Heads NSW 2483, Australia
If your return is approved, we'll provide instructions on how and where to send your item.
Used or chewed items
Outside the Docabu Promise above, used or chewed dog products can't be returned, for hygiene and safety reasons — unless the item is faulty or damaged on arrival.
Damaged, faulty or incorrect items
Please inspect your order on delivery. If your item arrives damaged, defective, or incorrect, contact us at hello@docabu.com as soon as possible so we can assess it and make it right.
This applies regardless of the item's condition and is not affected by the limits above. This policy does not limit your rights under Australian Consumer Law.
Non-returnable items
We do not accept returns for:
- Used or chewed items, except under the Docabu Promise or where the item is faulty
- Sale items
- Gift cards
Exchanges
We do not offer direct exchanges. If you'd like a different item, the fastest option is to return your original item (if eligible) and place a new order once your return is approved.
Refunds
Once your return is received and inspected, we'll notify you of the outcome.
If approved:
- Refunds are issued to the original payment method
- We process refunds within 2 business days, then allow up to 10 business days for your bank or card provider
If more than 15 business days have passed since approval, please contact us at hello@docabu.com.
European Union customers
If your order is shipped to the European Union, you are entitled to a 14-day cooling-off period under EU consumer law.
To be eligible:
- Items must be unused and in original packaging
- Proof of purchase is required
Contact us
For any questions regarding returns or refunds, please contact:
📧 hello@docabu.com