Returns policy
Last updated 1 November 2026
If something isn't right, you have 30 days from delivery to return it. Unused, in its original packaging, and we'll refund the item price.
How to start a return
Email us with your order number and what you'd like to return. We'll reply with a return address and any instructions.
Please don't send anything back before contacting us - unannounced returns are hard to match to an order.
What qualifies
Unused, unwashed items in their original packaging with tags attached, within 30 days of delivery.
Bedding and grooming tools must be free of fur and hair.
Personalised or customised items can't be returned unless they arrived faulty.
Refunds
Once the return arrives and is checked, we refund the item price to your original payment method. Refunds are usually processed within 5 business days of the return being received.
Original shipping costs aren't refunded unless the item was faulty or the wrong item was sent.
Return postage is at your cost, unless the item is faulty.
Faulty or damaged items
If something arrives damaged or fails in normal use, email us photos of the item and the packaging within 30 days. We'll replace it or refund it in full, including postage.
Our products come with the guarantees that can't be excluded under the Australian Consumer Law.
Exchanges
We don't process direct exchanges. Return the item for a refund, then place a new order for the size or colour you need - the refund is usually issued before the replacement arrives.