Policy

1. Consumer Rights Under Australian Law

As an Australian consumer, you are entitled to a refund, repair, or replacement if the goods you have purchased:

  • Are faulty, damaged, or not as described
  • Do not meet the standards or are not fit for the intended purpose
  • Fail to match the description provided on our website or in our advertising.

These consumer rights are in addition to any rights provided under this Returns Policy.

2. Eligibility for Returns

You can return most items for a full refund or exchange within 14 days of receiving your order, provided that the product is:

  • Unused, in its original condition, and in the original packaging
  • Not a personalised or custom-made product (which are not eligible for return, unless faulty).

3. Exemptions to the Return Policy

Certain items cannot be returned or exchanged unless they are faulty or damaged. These include:

  • Perishable items such as food, treats, or products with an expiration date
  • Personal hygiene items such as grooming tools, beds, or clothing that have been used
  • Custom-made or personalised products (unless faulty).

4. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: within 30 days of receiving your order to request a return authorization. Be sure to include your order number, the product you wish to return, and the reason for the return.
  2. Return Authorization: After reviewing your request, we will send you a return authorization and instructions for returning the product.
  3. Return the Item: Pack the item securely in its original packaging, including any tags, accessories, and paperwork. Return it to the address we provide in your return instructions.
  4. Return Shipping:
    • If your item is faulty or damaged, we will cover the cost of return shipping.
    • If you are returning an item for a change of mind or other reasons, the cost of return shipping will be your responsibility.

5. Refunds

Once we receive your returned item, we will inspect it and process your refund. You can expect your refund to be issued within 7–10 business days to the original payment method. The refund will be for the purchase price of the item, excluding any original shipping costs.

If the item is not returned in its original condition (e.g., used, damaged, or without packaging), a partial refund may be issued, or we may reject the return.

6. Exchanges

If you would prefer to exchange an item for a different size, color, or product, please contact us. We will issue a store credit or arrange for a replacement product to be shipped to you, subject to availability. If the item is out of stock, we will offer you a full refund.

7. Faulty or Damaged Goods

If your product arrives damaged or faulty, please contact us immediately (within 7 days of receiving the product) with your order number, photos of the damage, and a description of the issue. We will arrange for a replacement, repair, or refund depending on the severity of the issue and your preference. Return shipping for faulty or damaged items will be covered by us.

8. Non-Returnable Items

The following items cannot be returned or refunded unless they are defective or damaged upon arrival:

  • Gift cards
  • Personalized or custom-made items
  • Opened pet food, treats, or consumables
  • Items that show signs of use or damage beyond normal wear and tear

9. Cancellations

If you wish to cancel your order, please contact us as soon as possible. Orders are processed quickly, so we may not be able to cancel or modify an order once it has been shipped. If your order has already been shipped, it will be subject to our standard returns process.