Refund policy

Returns Policy for Franka Customers

We want you and your furry friend to love your purchase, but we understand that sometimes things don’t work out. If you're not completely satisfied with your dog bowl purchase, we're here to help!
1. Return Eligibility We accept returns on items that are:
    •    In new, unused condition
    •    In their original packaging
    •    Within 30 days of the original purchase date.

Please note this is for orders within Australia only. We do not accept returns for international orders.

2. How to Initiate a Return To start a return, simply reach out to our customer service team at hi@shopfranka.com (mailto:hi@shopfranka.com) within 30 days of receiving your order. Please provide:
    •    Your order number
    •    A brief reason for the return
    •    Photos of the item (if applicable)
Once we receive your return request, we will provide you with further instructions.

3. Return Shipping Costs
    •    If the return is due to an error on our part, we will cover the return shipping costs.
    •    If you are returning an item for any other reason (e.g., change of mind), you will be responsible for the return shipping fees.
We recommend using a trackable shipping service for returns, as we cannot guarantee that we will receive your returned item.

4. Refunds and Exchanges Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If your return is approved:
    •    Refunds: We will process your refund to your original payment method. Please allow up to 7-10 business days for the refund to appear in your account.
    •    Exchanges: If you prefer an exchange for a different size, please contact us to arrange the exchange and we will do our best to fulfil your request, based on availability.

5. Damaged or Defective Items If you receive a damaged dog bowl, please contact us immediately at hi@shopfranka.com, and we will offer a replacement or refund at no additional cost to you. Be sure to include photos of the damage to help us process your claim promptly.

6. Final Sale Items Certain items are non-returnable and marked as "final sale." These items are not eligible for returns or exchanges. If you’re unsure whether an item is final sale, please contact us before purchasing.

7. Contact Us If you have any questions or need assistance with a return or exchange, don’t hesitate to re
ach out: hi@shopfranka.com