Return and Refund Policy
Last updated: 21 September 2026
We want you to feel confident shopping with Qwink. If something isn’t right, contact us at admin@qwinkshop.com.
90-Night Shape Guarantee
For CloudNest dog beds: if the bed doesn’t hold its shape for 90 nights, send us a photo and we’ll refund you.
The 90 nights start on delivery. To claim, email admin@qwinkshop.com with your order number or proof of purchase and a photo showing that the bed has gone flat. The photo must demonstrate the loss of shape. Once confirmed, we’ll refund the amount you paid for the bed to your original payment method.
This guarantee covers loss of shape. If you simply change your mind, our standard 30-day returns policy and its eligibility conditions apply separately. This guarantee does not limit your rights under Australian Consumer Law.
Standard 30-day returns
For change-of-mind returns, request a return within 30 days of delivery. Items must be unused, in their original condition and packaging, with tags and proof of purchase. Contact admin@qwinkshop.com before sending an item back. See our full returns policy for eligibility conditions and instructions.
The 30-Night Dry Floor Guarantee
Use it for 30 nights, starting the day it arrives. If she won't use it, or it doesn't do the job, email us and we'll refund you in full. Not store credit. No restocking fee. Don't send the pads back — keep them, or pass them to someone who needs them. One email, processed within 48 hours.
Email admin@qwinkshop.com.
If a longer guarantee was advertised when you purchased, we’ll honour that period.
Requesting a refund
Email admin@qwinkshop.com with your order number or another proof of purchase.
Refunds go back to the original payment method unless we agree otherwise. We’ll let you know when yours has been processed. Your bank or payment provider may take a few additional business days to show the funds.
Damaged, faulty or incorrect orders
Please contact us with your order details and a description of the problem. Photos can help where available. We’ll arrange a replacement or refund at no cost to you.
The 30-night guarantee period does not limit claims under Australian Consumer Law.
Cancellations and changes
Contact us promptly if you need to change or cancel your order. We can amend or cancel orders before dispatch. Once dispatched, our refund policy still applies.
Your consumer rights
Our goods carry consumer guarantees under Australian Consumer Law that this policy cannot exclude.
For a major failure, you can choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For other failures, you are entitled to an appropriate remedy, including repair or replacement where required.
These rights may continue beyond our voluntary guarantee period. Original packaging is not required for a faulty-item claim. Where a fault is confirmed, we cover reasonable return costs if a return is needed.
Contact
Qwink
admin@qwinkshop.com
PO Box 25, Ballajura, Western Australia 6066, Australia