Policies

Refund policy

Your rights when something isn’t right

1. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

2. 30-day easy returns (change of mind)

We want you and your dog to love what you’ve chosen. If something isn’t right, return most items within 30 days of delivery for a refund or exchange. To be eligible, items must be unworn, unused and unwashed, in original condition and packaging with tags attached, with proof of purchase.

For harnesses and leads: trying the item on your dog indoors to check fit is fine. Using it outdoors is not, as it can no longer be resold. Return shipping for change-of-mind returns is at your cost (tracked service recommended); original shipping isn’t refunded. Exchanges are subject to availability.

3. Items we can’t accept for change of mind

• Personalised items are made specifically to your order, so please double-check spelling. Your ACL rights for faulty or incorrect items are unaffected.
• Items returned after 30 days, worn or used outdoors, washed, altered, or without tags/packaging.
• Gift cards and final-sale items.

Personalised sets: the non-personalised pieces of a set (lead, hoodie) can still be returned under change of mind if they meet the conditions above. If a part-return drops the order below a discount or free-shipping threshold, the refund is adjusted accordingly.

4. Faulty, damaged or incorrect items

Contact us within 30 days of delivery with your order number, a description and photos. Where verified, we’ll offer a replacement, refund or other remedy and cover reasonable return shipping, personalised items included. Normal wear and tear, chewing damage, and damage from not following care instructions aren’t faults.

5. How to make a claim

Contact us first with your name, order number, reason, photos where relevant, and your preferred remedy, and we’ll reply with return instructions. Please don’t send items back before contacting us.

6. Refund processing

Approved refunds go to your original payment method within 5 to 10 business days of approval (or of receiving and inspecting the return). Your bank may add a few days. All refunds are in AUD.

7. Order cancellations

Contact us as soon as possible. We can’t cancel orders already dispatched, or personalised orders where production has begun.

Privacy policy

Malibu & Billy (ABN 78 506 022 371) is committed to handling your personal information with care, transparency and integrity under the Privacy Act 1988 (Cth) and the Australian Privacy Principles

1. What we collect

• Identity & contact: name, billing/delivery address, email, phone.
• Orders: purchase history, payment method (we never store full card numbers, as payments are handled by our payment providers), delivery details, support correspondence.
• Personalisation: the name or text you ask us to apply, and any pet details you share for fit advice.
• Account & marketing: login details (passwords encrypted), preferences, subscription status.
• Website & device: IP address, device and browser type, pages viewed, approximate location.

2. How we collect it

Directly from you (orders, accounts, enquiries, subscriptions); automatically via cookies and similar technologies; and from service providers such as payment processors and logistics partners where you’ve authorised it.

3. Why we use it

To process and fulfil orders (including personalisation), provide support and sizing advice, manage accounts, improve our products and website, personalise recommendations, send marketing you’ve opted into (unsubscribe any time), prevent fraud, and meet legal obligations.

4. Sharing

We do not sell your personal information. We share it only with trusted providers bound to handle it lawfully: payment providers (e.g. Shopify Payments, PayPal, buy-now-pay-later), Australia Post and delivery partners, technology providers (Shopify, hosting, IT), analytics and advertising partners (see below), professional advisors, and authorities where required by law.

5. Overseas disclosure

Some providers (including Shopify, Google, Meta and Microsoft) store or process data overseas, including in the US and EU. We take reasonable steps to keep it protected consistent with the Australian Privacy Principles.

6. Security

HTTPS encryption in transit, encrypted storage of sensitive information, access controls, and reputable platforms with industry-standard certifications. No internet transmission is completely secure.

7. Access, correction & deletion

You can request access to, correction of, or deletion of your personal information (subject to legal record-keeping) using the contact details below. We generally respond within 30 days.

8. Marketing

Marketing is opt-in. Unsubscribe via the link in any email, reply STOP to any SMS, or contact us. Transactional messages (order confirmations, shipping updates) continue regardless.

9. Cookies & analytics

We use cookies and similar technologies via: Google Analytics 4, Microsoft Clarity (anonymised session insights), Shopify (site and checkout operation), Google Ads & Google Merchant Center (conversion tracking, Shopping), and Meta Pixel (Facebook/Instagram advertising). Manage cookies in your browser settings; where required by law we’ll ask consent for non-essential cookies.

10. Children

Our website is intended for people aged 18 and over. We don’t knowingly collect information from anyone under 18, and will delete it if we become aware of it.

11. Complaints

Contact us first. We aim to acknowledge complaints within 7 days and respond within 30. If unresolved, you can contact the Office of the Australian Information Commissioner (oaic.gov.au · 1300 363 992).

12. Contact

Malibu & Billy · ABN 78 506 022 371 · Address: [TO CONFIRM: to confirm] · Email: support@malibuandbilly.com · Phone: [TO CONFIRM: to confirm]

Terms of service

Governing your use of the Malibu & Billy website

1. Agreement

By using the website you agree to these Terms of Service, our Privacy Policy, Terms of Purchase, Shipping Policy and Refund Policy. If you do not agree, please do not use the website.

2. Use of the website

Use the website lawfully and for personal, non-commercial purposes. Don’t attempt unauthorised access, introduce malicious code, scrape or data-mine without written consent, or resell our products. We may suspend or modify access where reasonably necessary.

3. Product use and pet safety

• Measure your dog and choose the correct size, as a harness that’s too loose or too tight is unsafe.
• Check fit before every walk and re-check as your dog grows or changes shape.
• Inspect the harness, lead, buckles and stitching regularly; stop using any item showing wear or damage.
• Supervise your dog while wearing the harness; don’t leave it on unattended dogs.
• Our harnesses and leads are not designed as vehicle restraints or tethering devices, or for activities beyond ordinary walking and everyday use.

No harness or lead can guarantee a dog cannot escape, and you remain responsible for your dog’s safety and supervision at all times. Apparel items are general consumer clothing and carry no safety claims.

4. Personalised products

You’re responsible for the accuracy and spelling of the text you submit, as we reproduce exactly what you provide. We may decline personalisation that is offensive, unlawful or infringes third-party rights, and will contact you to arrange an alternative or refund. Personalised items are treated differently for returns (see the Refund Policy).

5. Your account

Keep your login details secure and your information up to date; you’re responsible for activity under your account. Tell us promptly about any unauthorised use.

6. Intellectual property

All website content (text, images, branding, logos, photography, design and software) is owned by or licensed to Malibu & Billy and protected by law. Don’t reproduce or create derivative works without written consent.

7. Customer photos & social media

If you tag us or use our hashtags publicly, you grant us a non-exclusive royalty-free licence to reshare that content with credit where practical. Prefer we didn’t? Contact us and we’ll remove it.

8. Third-party links

Links to third-party sites are provided for convenience. We don’t control or endorse them, and your use of them is at your own risk.

9. Liability

To the maximum extent permitted by law, and subject to non-excludable consumer guarantees, we’re not liable for indirect, incidental, special or consequential loss from your use of the website. Nothing limits liability that cannot be excluded by law.

10. Australian Consumer Law · 11. Communications · 12. Suspension · 13. Changes

Nothing in these Terms excludes non-excludable ACL guarantees. Service communications come with your order; marketing only with consent. We may suspend accounts for breach or fraud. Terms may be updated, and the latest version always lives on the website.

14. Governing law

These Terms are governed by the laws of New South Wales, Australia, with disputes subject to the exclusive jurisdiction of NSW courts.

Terms of Purchase

Applying to all orders placed through our website

Important: delivery times may be affected by carrier delays. Personalised items require additional production time before dispatch.

1. General

These Terms form a binding agreement for purchases through our website and operate alongside our other policies (they prevail for purchases). By purchasing you confirm you’ve read and accepted them, are at least 18, are buying for personal use not resale, and agree to Australian (NSW) jurisdiction.

2. Ordering

Orders are subject to availability and acceptance, and confirmed once payment is processed and you receive an order confirmation email. We may refuse, cancel or limit orders where there’s a pricing error, stock issue, failed payment verification, suspected fraud, quantities beyond personal use, or inappropriate personalisation. If we cancel after payment, you’re refunded in full.

3. Personalised orders

• Text is applied exactly as submitted, including spelling and capitalisation, so check carefully.
• Personalisation is limited to 10 characters.
• Personalised orders need extra production time (see Shipping Policy).
• Once production begins, personalised orders can’t be cancelled or amended, and aren’t eligible for change-of-mind returns. ACL rights unaffected.

4. Pricing and payment

All prices are in AUD and include GST where applicable. The price you pay is the price at checkout. Payment is due in full at the time of order via the cards, wallets and buy-now-pay-later options shown at checkout, processed securely by third-party providers. We never store full card details.

5. Sizing and fit

Harness sizing is based on your dog’s neck and chest measurements; apparel is measured flat and intentionally oversized. Measure before ordering, or contact us and we’ll help you choose. Non-personalised items that don’t fit fall under our 30-day returns.

6. Delivery · 7. Returns · 8. Safety

We ship within Australia and to the United States; timeframes are estimates (see Shipping Policy). Returns are covered by the Refund Policy and the ACL. Goods are packed securely; report damage within 30 days with photos. Risk passes on delivery; title passes on payment in full. Please read the pet-safety guidance in our Terms of Service before use.

9. Liability

Subject to non-excludable guarantees, products are provided “as is” and we’re not liable for indirect or consequential loss. Nothing limits non-excludable rights.

10. Governing law

New South Wales, Australia.