Return & Refund Policy

Last Updated: May 12, 2026

At Northstar Hound, we want you to be satisfied with your purchase. This Return & Refund Policy explains when returns, refunds, exchanges and cancellations are available.

Order Cancellations

You may request to cancel your order within 24 hours of placing it by contacting us at:

info@northstarhound.com

Please include your order number in your cancellation request.

After 24 hours, we cannot guarantee cancellation as your order may already be processed or dispatched. Once an order has been dispatched, it cannot be cancelled. However, you may still request a return after receiving the item, subject to this policy.

30-Day Returns

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, the item must be:

• Unused
  
  
• In its original condition
  
  
• Returned with original packaging, tags and accessories
  
  
• Not listed as non-returnable on the product page

Return Policy Overview

• Return Window: 30 days from delivery
  
  
• Item Condition: Unused and in original condition
  
  
• Packaging Required: Original packaging, tags and accessories included
  
  
• Restocking Fee: $0 — we do not charge restocking fees
  
  
• Refund Method: Refunds are issued to the original payment method
  
  

• Easy Returns: Our support team will guide you through the process

Return Costs

Defective, Damaged or Incorrect Items

You will not be responsible for return shipping costs if the item:

• Arrives damaged
• Is defective
• Is incorrect
  

If this occurs, please contact us at info@northstarhound.com.au with your order number and photos or evidence of the issue.

Change of Mind Returns

For change of mind returns, the customer is responsible for the return shipping cost.

This includes cases where:

• The wrong item was ordered
• The item does not fit
• The item is no longer wanted
• The customer changed their mind

Original shipping costs, if any, are non-refundable unless the return is due to a defective, damaged or incorrect item.

How to Return an Item

1. Contact Us

Email info@northstarhound.com.au with your order number and reason for return.

2. Wait for Return Instructions

Our support team will review your request and provide return instructions. Please do not send your item back before receiving return instructions from us.

3. Pack Your Item

Securely pack the item in its original packaging, including all accessories, tags and documents.

4. Send the Item Back

Ship the item using the return instructions provided by our support team. We recommend using a trackable shipping service.

Refund Process

• Inspection: Once your return is received, we will inspect the item to confirm it meets the return requirements.
  
  
• Refund Timing: If approved, your refund will be processed to your original payment method. Please allow up to 7 business days for the refund to be initiated. Your bank or payment provider may take additional time to make the funds available.
  
  
• If your return is not approved, we will contact you with the reason.

Exchanges

We accept exchanges where available.

If you would like to exchange your item for a different size, colour, or product, please contact us at:

info@northstarhound.com.au

Exchange availability may depend on stock levels. If the requested exchange item is unavailable, we may offer a refund or alternative option.

Order Not Delivered

If your order has not arrived within the estimated delivery timeframe, please contact us at:

info@northstarhound.com.au

Please include your order number so we can investigate the issue with the carrier.

If the package is confirmed as lost, we will offer either:

• A replacement at no additional cost; or
  
  
• A full refund to your original payment method

Non-Returnable Items

For hygiene, safety or product-specific reasons, some items may not be eligible for return. Any non-returnable products will be clearly stated on the relevant product page.

Non-returnable items may include:

• Used items
  
  
• Items not in original condition
  
  
• Items missing packaging, tags or accessories
  
  
• Products clearly marked as non-returnable
  
  
• Personal care or hygiene-sensitive products, where applicable

This does not affect your rights under applicable consumer laws.

Consumer Law

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws, including rights relating to faulty, damaged, incorrectly supplied or misrepresented products.

Changes to This Policy

We may update this Return & Refund Policy from time to time. Any updates will be posted on this page with a revised Last Updated date. We encourage customers to review this policy before placing an order. Continued use of our website following any changes constitutes your acceptance of the updated policy.

Questions?

For more information, please visit our FAQs page or contact our customer support team.

Contact Information

Store Name: Northstar Hound
Address: 6 St Agnes Way, Blair Athol NSW 2560, Australia
Email: info@northstarhound.com.au
Phone: +61272595988

Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM (AEST/AEDT)

Response Time:
We aim to respond to customer enquiries within 1–2 business days.