Refund policy
Last updated: 25 September 2026
This policy explains how to request a return and how refunds are handled. Please contact us through our contact form before sending any item back.
Our change-of-mind return conditions are separate from your rights in relation to faulty, damaged, incorrect or misdescribed products. Nothing in this policy limits rights that cannot lawfully be excluded under the Australian Consumer Law or other applicable laws.
1. Change-of-Mind Returns
For orders delivered within Australia, we accept change-of-mind return requests for eligible non-customised products, subject to the conditions in this policy. This includes purchasing the wrong item, selecting an unsuitable size or no longer needing the product.
Please submit your return request within 14 days of receiving the item.
This deadline applies to submitting your return request, not to the item arriving back with us. Once your request has been approved, we will email you the return address and instructions.
All customised products are excluded from change-of-mind returns, as explained in Section 3.
2. Condition of Returned Items
To qualify for a change-of-mind return, non-customised items must:
- Be unused, unworn and unwashed.
- Not have been worn by, tried on or come into contact with a pet.
- Have all original tags attached and be returned with their original packaging and any included accessories intact.
- Be clean, undamaged and in a condition suitable for resale.
Pets can be sensitive to scents. For hygiene and scent-related reasons, we do not accept change-of-mind returns of items that have been used, worn by or come into contact with a pet, even if they appear clean.
These condition and packaging requirements apply only to change-of-mind returns. They do not restrict your statutory rights regarding faulty products or products that otherwise fail to meet applicable consumer guarantees.
3. Customised Products
You may request cancellation within 15 minutes after completing payment. To cancel your order within this time, please submit our contact form, include your order number and state that you wish to cancel. You do not need to provide a reason.
Once customisation has started, customised products are not eligible for change-of-mind cancellation, return or refund. This does not affect your rights if the product is faulty, damaged, does not match the agreed customisation requirements or otherwise requires a remedy under applicable law.
4. International Orders
We do not offer change-of-mind returns for orders delivered outside Australia, including orders for non-customised products.
If an item in your international order is faulty, damaged in transit, incorrect or not as described, please contact us so that we can assess the issue and provide an appropriate resolution.
This policy does not exclude any return, cancellation or other consumer rights required by applicable law.
5. How to Request a Return
Submit your return request through our contact form with:
- Your order number or other proof of purchase.
- The item you wish to return.
- The reason for your return request.
For change-of-mind returns, please wait for our approval and return instructions before posting your item. The return address will be provided by email.
Please package the item securely. We recommend using a tracked delivery service and retaining your proof of postage.
6. Return Costs and Original Shipping Charges
We do not charge an additional restocking or return handling fee. For change-of-mind returns, you are responsible for the cost of returning the item to us.
For orders sent by Standard Shipping, we recalculate the applicable shipping charge based on the value of the items you keep after your return, using the Standard Shipping rates in our Shipping Policy.
- If the recalculated Standard Shipping charge is more than the amount you originally paid for Standard Shipping, only the difference will be deducted from your product refund.
- If the value of the items you keep remains AUD 69 or more, no Standard Shipping amount will be deducted.
- If you return all items from an order that originally received free Standard Shipping, AUD 9.95 will be deducted from your product refund to cover the original delivery cost.
For example, if your order originally received free Standard Shipping and the value of the items you keep after your return is AUD 60, AUD 3.95 will be deducted from your refund. If the value of the items you keep is AUD 69 or more, no Standard Shipping amount will be deducted.
If you paid for Standard Shipping when placing your order, that original shipping charge is not refunded. We will take it into account when calculating any additional shipping deduction, so the same amount will not be charged twice.
If you selected Express Shipping, the Express Shipping charge is not refunded. Express Shipping is not included in any free Standard Shipping offer.
We will confirm any applicable shipping deduction before you send your return. These cost arrangements apply only to change-of-mind returns and do not limit your rights to reimbursement or another remedy under applicable law.
7. Exchanges
We do not offer direct exchanges for changes of mind, including requests for a different size or style.
If your item is eligible, please request a return and place a separate order for the item you would like.
This does not affect any right to a replacement under applicable consumer law.
8. Refund Processing
After receiving your return, we will inspect it and let you know whether it meets the applicable return conditions.
Approved refunds are usually processed within 3–5 business days after we receive and inspect the returned item. Refunds will be made to your original payment method unless otherwise agreed.
The product refund for an accepted change-of-mind return will be based on the amount actually paid for the returned item, with any applicable shipping deduction handled in accordance with Section 6.
Your bank or payment provider may take additional time to make the funds available in your account.
9. Faulty, Damaged or Incorrect Items
For pet jewellery and decorative accessories, damage caused by use outside their intended decorative purpose, including chewing, pulling, use as a toy, lead or restraint device, scratching, impact or other forceful use, will not ordinarily be regarded as a manufacturing fault. This does not limit your statutory consumer rights.
If your item is faulty, damaged in transit, incorrect or not as described, please contact us with your order number or other proof of purchase and details of the issue. Photographs may help us assess the problem.
You can contact us about these issues for both non-customised and customised products, including to request a return and refund where applicable under law. We will provide an appropriate resolution based on the circumstances and applicable legal requirements.
If we confirm a problem for which we are responsible and a return is required, we will arrange the return or reimburse reasonable return postage costs. Please contact us before posting the item so that we can discuss suitable return arrangements.
The 14-day change-of-mind request period, unused-condition requirements, original-packaging requirements and exclusions for customised products or international orders do not restrict your statutory consumer rights.
We will not substitute a voucher for a refund you are legally entitled to receive without your agreement.
10. Contact Us
For return requests or questions about this policy, please use our contact form.