Refund policy

We stand behind the quality of every Collagenie product,  because as pet parents ourselves, everything is tested and approved by our chief taste testers before it ever reaches your bowl.

We do not offer returns or refunds for change of mind; however, under the Australian Consumer Law (ACL), you are entitled to a remedy if a product you receive has a major failure, is not of acceptable quality, is not fit for its intended purpose, or does not match its description. In these cases, you may be entitled to a replacement, refund, or compensation depending on the nature of the issue.

If something isn’t quite right with your order,  whether it arrives damaged, faulty or incorrect -  please contact us at hello@collagenie.com.au within 30 days of receiving your order and include your proof of purchase, product name and batch or date information (as shown on the packaging), and clear photos of the issue so we can assess your claim.

Where applicable, products should be in their original packaging and not excessively used or tampered with, noting that some issues may only become apparent after opening. We’ll review your claim and respond within a reasonable timeframe, and where a valid claim is confirmed, we’ll make it right - whether that’s a replacement product, refund to your original payment method, or store credit, depending on the circumstances.

Approved refunds will be processed via your original payment method, and depending on your provider, please allow between 10 to 30 business days for the funds to appear in your account.

If you have any questions or need support, our team is here to help at hello@collagenie.com.au.