Refund policy

We want you and your pet to be happy with what you bought. If something is not right, get in touch and we will sort it out.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If an item is faulty, is significantly different from how it was described, or does not do what we said it would, you are entitled to a repair, replacement, or refund. Where the problem is major, you choose which. In these cases, we cover return postage.

Change of mind returns

You have 30 days from delivery to return an item you have changed your mind about, provided it is unused, in its original condition and in its original packaging.

•      Email us first with your order number so we can send return instructions. Please do not post anything back before you hear from us.

•      Return postage for change of mind returns is paid by you.

•      Original shipping costs are not refunded.

•      Once we receive the item, we will refund it to your original payment method within 5 business days.

What we cannot accept for change of mind

•      Items that have been used, worn, or washed

•      Items returned without their original packaging or with parts missing

•      Items damaged after delivery

Damaged, faulty, or incorrect items

Email us within 7 days of delivery with your order number and a photo of the problem. We will arrange a replacement or a full refund at no cost to you, and you will not need to pay return postage.

How to start a return

Email us with your order number and what you would like to happen. We aim to reply within 2 business days.

Cancellation policy

Before your order is dispatched

You can cancel for a full refund at any time before your order is dispatched. Our items are sent from overseas warehouses and orders are usually passed to the warehouse within 24 hours of being placed, so please contact us as soon as you can.

Email us with the subject line Cancel order and include your order number. Once we confirm the cancellation, your refund is issued to your original payment method within 5 business days.

After your order is dispatched

Once an order has left the warehouse, we cannot cancel it. You can still return it once it arrives under our change of mind returns policy, which gives you 30 days from delivery.

Changing your delivery address

If you entered the wrong address, email us within 24 hours of ordering and we will update it if the order has not yet been dispatched. After dispatch the address cannot be changed.

Orders we cancel

Occasionally an item sells out or cannot be delivered to your address. If that happens, we will contact you, and you can choose a replacement item or a full refund. We will never substitute a different product without asking you first.