We hope you and your pup love what you’ve ordered! If they don’t fit perfectly, don’t worry – we’ve made the return process super easy!

Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law and New Zealand Consumer Guarantees Act.

When to return a product?

When there is a problem

We are committed to honouring consumer guarantees under the Australian Consumer Law and New Zealand Consumer Guarantees Act. This means we will assist you if goods:

• are or become faulty through no fault of your own;
• are not fit for a stated purpose or a purpose you made known to us;
• do not match our description or sample; or
• have defects that were not obvious or we did not bring to your attention.

If the fault is minor or can be repaired then we may choose to repair the goods or give you a replacement. If the fault is serious or cannot be repaired then you can choose to have a refund, get a replacement or similar item or keep the goods but get some money back in compensation.

You may be asked to demonstrate that the problem with the goods was not your fault.

This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer.

Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, member’s club transaction history, or online purchase transaction history or some other acceptable form of proof of purchase.

Change of mind

We will also, as an act of good will, accept return items if you have changed your mind. In this instance, the product must:

• Be returned within 28 days of purchase;
• be unused, undamaged, in original packaging with all accessories and instruction manuals and in resalable condition (for example, it must be free of odour and dog hair);
• be returned together with any free or bonus item or gift with purchase that was given to you together with the product at the time of purchase;
• not be a gift card or gift voucher.

The unwanted product must be returned to us either via post or in person to one of our stores. For online transactions, all ‘change of mind’ transactions will be processed as a refund; you are then able to place another order in your own time for a replacement product from our online store. If you wish to exchange your change of mind item, it must be directly returned to one of physical stores of the same brand.

Who pays for the return of my purchase?

We will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per the Australian Consumer Law (see ‘When to return a product’ above), provided they are returned to us using the recommended shipping method (as discussed with an online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.

For any ‘change of mind’ returns, it is your responsibility to cover all delivery charges incurred. A copy of your tax invoice (or relevant proof of purchase) is to be included in the delivery (please keep the original for your own reference), and the refund will be processed using your original method of payment.

Please ensure your item is packed securely to protect it from any damage in transit and be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse. We cannot be responsible for any items damaged or lost during return transit.

Exchanges

• Email [email protected] within 30 days of the date of initial delivery.
• All return items must be in new condition and are subject to inspection.
• Exchange is free on your 1st order*! We want to make sure you get the sizing right on your first purchase and eliminate sizing issues in the future.
• For additional exchanges you will need to return your item(s) at your own cost.
• Once we receive your return items, we will issue you a 100% store credit so you can re-purchase the item/size you need.

*free exchange only applies to apparel and walk items (same style different size). Excludes jewelry and cuban link products.

Returns

• Email [email protected] within 30 days of the date of initial delivery.
• You will need to return your item(s) at your own cost.
  • A shipping label can be provided to US customers at a flat rate of $7 USD (covers return shipping and handling).
  • Non US customers will need to arrange their own shipping to our return warehouse located in the US
• All return items must be in new condition otherwise a $7 restocking fee will be deducted from the refund. All items are subject to inspection.
• Once we receive your item(s), we will issue your refund or store credit.

Defective or Wrong Product

Please look over your order as soon as you get it in your hands. If you think that you’ve received a defective item, contact our customer service team [email protected] within 3 business days of receipt of your order and we will resolve the issue for you.

If you were sent incorrect items or are missing items from your order, please contact our customer service team [email protected] as soon as possible so we can get that mishap sorted out for you!