Refund policy

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy limits or excludes these rights.

 

CHANGE OF MIND

 

If an item isn't right for you, you can return it within 30 days of delivery for a refund or exchange, provided it's unused, in its original condition, and in its original packaging with tags attached. For hygiene and practicality reasons, personalised or made-to-order items (such as our embroidered dog collars) can't be returned for change of mind, as they're produced specifically to your order. Return shipping for change-of-mind returns is at the customer's cost.

 

FAULTY OR INCORRECT ITEMS

 

If your item arrives damaged, faulty, or isn't what you ordered, get in touch via our Contact page within 30 days with your order number and a photo of the issue. We'll arrange a free return and, depending on the issue, a repair, replacement, or full refund — your choice where the fault is major, in line with your rights under the Australian Consumer Law.

 

HOW TO START A RETURN

 

Contact us before sending anything back so we can confirm the return and, where applicable, arrange reply-paid postage. Items returned without prior contact may not be eligible for a refund.

 

REFUNDS

 

Once we've received and checked your return, we'll process your refund to your original payment method within 5-10 business days and email you a confirmation. Shipping costs are non-refundable except where the return is due to our error or a fault covered by the Australian Consumer Law.

 

QUESTIONS

 

Reach us anytime via our Contact page — we're a small Aussie team and we read every message.