The Departmental Guarantee

(Refund Policy — The Shedding Dept.)

Every case comes with the Departmental Guarantee: 60 days to reach a verdict. If the tools don't clear the fur to your satisfaction, file a claim and we'll refund you in full. No need to send anything back — keep the agents. 

Filing a claim

You have 60 days from the day your order arrives to file. Refunds are issued when a claim is submitted with a valid reason — a line on what went wrong is all we need to review the case.

To file, don't write to us directly. Instead:

1. Head to the Contact page.
2. Open a ticket under the "Departmental Guarantee" category.
3. Tell us your order number and why the case didn't close.

We review every claim personally. If it's approved, you'll be refunded to your original payment method within 10 business days — and you keep the tools. (Your bank may take a few extra days to post it. If more than 15 business days pass after approval and you haven't seen it, open another ticket and we'll chase it.)

Damaged, defective, or wrong agent dispatched

Inspect your order the moment it arrives. If anything shows up damaged, defective, or it's simply the wrong item, open a Departmental Guarantee ticket straight away with a photo if you can — we'll evaluate it and make it right, no 60-day clock required.

Exceptions

Gift cards are non-refundable.

Your rights aren't waived

The Departmental Guarantee sits on top of your legal rights, not instead of them. Nothing here limits the consumer guarantees you're entitled to under the Australian Consumer Law or the consumer-protection laws of your country. If your item is faulty, you may be entitled to a repair, replacement, or refund under those laws regardless of the 60-day window.

Questions

Anything unclear about a case? Open a ticket on the Contact page under "Departmental Guarantee" and we'll pick it up.