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.