Refund policy
RETURN AND REFUND POLICY
Last updated: 27 August 2026
1. OVERVIEW
This Return and Refund Policy explains how Wagvora handles returns, refunds, replacements and product problems.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or any other applicable law.
Consumer guarantees apply automatically to products sold to Australian consumers. These rights cannot be removed by this policy.
2. CHANGE-OF-MIND RETURNS
Wagvora does not currently accept returns, exchanges or refunds where you:
- change your mind;
- order the wrong item;
- find the product cheaper elsewhere;
- decide you no longer want or need the product;
- select an unsuitable product despite accurate measurements and compatibility information being provided; or
- dislike a product for reasons unrelated to a fault, misleading description or other failure to meet a consumer guarantee.
Exception: the Wagvora Back Seat Extender is covered by our voluntary 30-day fit guarantee (see section 3). An eligible fit-based return of the Back Seat Extender is accepted under that guarantee even where the change-of-mind exclusions above would otherwise apply.
Please review all product information and measure your vehicle carefully before ordering.
This change-of-mind policy does not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.
3. 30-DAY BACK SEAT EXTENDER FIT GUARANTEE
The Wagvora Back Seat Extender is covered by our voluntary 30-day fit guarantee. You may carefully test-fit the product in your vehicle after delivery.
If it is not suitable for your vehicle, contact support@wagvora.com within 30 days of the recorded delivery date and before returning anything. We will provide the approved return instructions and return address. Do not send a return to an address shown on the parcel or product packaging.
To qualify under this voluntary fit guarantee, the product must not have been used for dog travel and must be returned clean, hair-free, free from odours, stains or damage, and complete with its supplied components.
The customer is responsible for return postage for a fit-guarantee return. No restocking fee applies. Once the eligible return has been received and inspected, the refund will be issued to the original payment method in accordance with the refund processing time stated in this policy.
For a Buy 2 pack, the complete Buy 2 purchase must be returned to receive a full Buy 2 refund. If the extender was purchased as part of the Wagvora Adventure Bundle, the complete paid bundle must be returned to receive a full bundle refund. Complimentary gift items do not need to be returned.
This voluntary fit guarantee is provided in addition to, and does not limit, any rights or remedies available under the Australian Consumer Law. Its 30-day period and customer-paid return-postage condition do not apply where a product is faulty, unsafe, damaged, incorrect, materially different from its description, or otherwise fails to meet an applicable consumer guarantee.
4. AUSTRALIAN CONSUMER GUARANTEES
Products sold by Wagvora must:
- be of acceptable quality;
- be safe, durable and free from defects;
- match their description;
- match any sample or model relied upon;
- be fit for their usual purpose;
- be fit for any particular purpose that you made known to us before purchase; and
- comply with any additional promises made about their quality, performance or features.
These guarantees apply for a reasonable period having regard to the nature, price, quality and expected use of the product.
Your rights may continue after any manufacturer or voluntary warranty period has ended.
5. MAJOR PRODUCT PROBLEMS
A product may have a major problem where it:
- is unsafe;
- is substantially different from its description, image or sample;
- has one serious problem, or several smaller problems, that would have stopped a reasonable customer from buying it;
- cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or
- cannot be used for a purpose you told us about before purchase and cannot easily be fixed within a reasonable time.
Where a product has a major problem, you may reject the product and choose between:
- a replacement of the same type; or
- a refund.
You may also be entitled to compensation for reasonably foreseeable loss or damage caused by the problem.
A refund for a major problem will not be reduced because you used the product before discovering the problem.
6. MINOR PRODUCT PROBLEMS
Where a product has a problem that is not major, we may choose to provide an appropriate remedy, such as:
- repairing the product;
- replacing the product;
- supplying a replacement component; or
- providing a refund.
The remedy must be provided free of charge and within a reasonable time.
If we cannot fix a minor problem within a reasonable time, you may be entitled to reject the product and request a refund or replacement as permitted by the Australian Consumer Law.
7. DAMAGED, INCORRECT OR MISSING ITEMS
Please contact us promptly if:
- your order arrives damaged;
- you receive the wrong product;
- part of your order is missing;
- the product does not match its description;
- the product appears unsafe; or
- the parcel is shown as delivered but has not been received.
Email support@wagvora.com and include:
- your full name;
- your order number;
- a description of the problem;
- photographs or video showing the issue where reasonably available; and
- photographs of the packaging and shipping label where relevant.
Contacting us promptly can help us investigate the issue with the supplier or delivery provider. However, no fixed notification period in this policy limits any rights that continue to apply under the Australian Consumer Law.
8. ASSESSMENT OF CLAIMS
Wagvora may reasonably assess a product before providing a remedy.
We may request:
- proof of purchase;
- photographs or videos;
- a description of how the product was installed and used;
- relevant vehicle measurements;
- packaging or delivery information; or
- return of the product for inspection.
Proof of purchase may include an order confirmation, receipt, bank statement or another record that reasonably shows the product was purchased from Wagvora.
You are not required to have the original packaging to make a claim about a faulty product.
We will not impose unreasonable evidence or return requirements that prevent you from exercising your legal rights.
9. RETURN AUTHORISATION
Contact support@wagvora.com before returning any product.
Do not send a product to an address shown on packaging, a shipping label or another website. That address may belong to a supplier, carrier or fulfilment facility and may not be authorised to receive returns.
After reviewing your request, we will provide the appropriate return instructions and authorised return address where a physical return is required.
Products returned without authorisation may be delayed, refused by the receiving facility or sent to the wrong location.
10. RETURN SHIPPING COSTS
Where a product is confirmed to have a problem covered by the Australian Consumer Law, Wagvora will reimburse reasonable return-postage costs or provide an appropriate prepaid return method.
Please keep receipts for any return-postage costs.
For products that are large, heavy or difficult to return, we will arrange collection or another reasonable return method where required by law.
Where an assessment finds that the product does not have a fault and the problem was caused by misuse, accidental damage or another circumstance not covered by a consumer guarantee, you may be responsible for reasonable return or redelivery costs. We will explain this before charging any amount.
11. MISUSE, DAMAGE AND NORMAL WEAR
A repair, replacement or refund may not be available where the problem was caused solely by:
- misuse or abnormal use;
- incorrect installation;
- failure to follow clear product instructions or safety warnings;
- deliberate or accidental damage after delivery;
- unauthorised modification;
- chewing, scratching or destructive animal behaviour beyond what the product could reasonably be expected to withstand; or
- ordinary wear and tear consistent with the product’s age and use.
This does not remove your rights where the product was not sufficiently durable, instructions were inadequate, the product was unsafe or the product otherwise failed to meet a consumer guarantee.
12. VEHICLE COMPATIBILITY
Vehicle interiors vary between makes, models and production years.
You are responsible for checking the measurements and compatibility information clearly displayed before ordering.
A change-of-mind return will not be available solely because a product does not fit where:
- the listed measurements were accurate;
- the vehicle was measured incorrectly; or
- compatibility information was not checked before purchase.
For the Wagvora Back Seat Extender, the voluntary 30-day fit guarantee in section 3 applies in addition to this section and allows an eligible fit-based return even in those circumstances.
However, you may be entitled to a remedy where:
- our stated measurements were inaccurate;
- we expressly confirmed that a product would fit your vehicle and it does not;
- the product materially differs from its description; or
- the product otherwise fails to meet a consumer guarantee.
13. REFUNDS
Approved refunds will generally be issued to the original payment method unless you agree to another method.
We will process approved refunds as soon as reasonably practicable.
After we issue a refund, your bank or payment provider may require additional time to display the funds in your account. These processing times are controlled by the payment provider.
Where required by law, the refund may also include reasonable associated costs arising from the product’s failure to meet a consumer guarantee.
We will not require you to accept store credit instead of a refund where you are legally entitled to a monetary refund.
14. REPLACEMENTS
Where a replacement is approved, we will arrange dispatch within a reasonable time.
A replacement will ordinarily be the same product or an equivalent product agreed with you.
Where a suitable replacement is unavailable and you are entitled to a remedy, we will offer another remedy required by the Australian Consumer Law, which may include a refund.
15. SALE AND DISCOUNTED ITEMS
Products purchased on sale or using a discount code have the same Australian Consumer Law protections as full-price products.
A discounted product is not eligible for a remedy for a fault that was clearly disclosed before purchase and formed the reason for the discount.
You may still have rights in relation to a different fault that was not disclosed.
16. ORDER CANCELLATIONS
Contact support@wagvora.com as soon as possible if you wish to cancel or change an order.
We will attempt to accommodate the request but cannot guarantee cancellation once processing or dispatch has started.
If we approve a cancellation before dispatch, the cancelled amount will be refunded to the original payment method.
If we cannot supply an accepted order, we will notify you and provide an appropriate refund.
Nothing in this section limits any legal right to cancel an order because of non-delivery, excessive delay, misleading conduct or another failure to meet an applicable legal obligation.
17. GIFTS
A person who receives a product as a gift may have the same consumer-guarantee rights as the original purchaser.
We may request proof that the product was purchased from Wagvora before providing a remedy.
18. CONTACT US
To request assistance with a return, refund, replacement, damaged order or product problem, contact:
Wagvora
Email: support@wagvora.com
Please include your order number and a clear description of the issue so we can assess your request.