Refund policy
Our promise
We want every dog to love its new bed, steps or car seat as much as you do. If something isn't right, we'll help you put it right. This policy explains how returns, exchanges and refunds work at Calahe. Nothing in it limits your rights under the Australian Consumer Law.
Change-of-mind returns
If you change your mind, you can return an item within 30 days of the date it was delivered. The item must be new, unused, unwashed and returned in its original packaging with all parts included. Return postage for change-of-mind returns is paid by the customer, and we recommend a tracked service, as we can't refund items that don't reach us.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged, or isn't what you ordered, please email us within 30 days of delivery with your order number and a photo of the problem. We'll arrange a replacement or a full refund, including any postage you paid, and if a return is needed we'll cover the cost. If a product develops a major fault after this time, you are still entitled to a remedy under the Australian Consumer Law, so please get in touch.
Non-returnable items
For hygiene reasons, we can't accept change-of-mind returns on beds, mats, covers or other items that have been used by a pet, washed, or are no longer in their original condition. This does not affect your rights if an item is faulty, damaged or not as described.
Exchanges
If you'd like a different size, contact us within 30 days of delivery. Exchanges for change of mind follow the conditions above; once we receive the original item, we'll send the replacement.
Order cancellations
You can cancel or change your order at no cost if it hasn't been dispatched yet. Email us as soon as possible with your order number and we'll cancel it and refund you in full. Once an order has been dispatched, it can't be cancelled, but you can return it under this policy.
How to start a return
Email support@calahe.com with your order number and the reason for your return. We'll reply within one business day with instructions.
Return location
Returns are not accepted in person, and our business address is not a returns address. Because orders are sent from our fulfilment partners, the correct return address depends on your item, so we'll give it to you by email when your return is approved. Please don't send items back without contacting us first, as we can only process returns we know about.
Refunds
Once your return arrives, we inspect it and email you to confirm. Approved refunds are processed within 7 business days of that inspection, back to your original payment method. Your bank or card provider may take a few extra days to show the funds. There is no restocking fee.
Your consumer rights
Our products 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Information
Store name: Calahe
Address: 50 Radburn Road, Hebersham NSW 2770, Australia
Email: support@calahe.com
Phone: 0481 488 168
Customer service hours: Monday to Friday, 9am to 5pm (Sydney time), excluding public holidays
Response time: within one business day