Refund policy

Return and Refund Policy

We want you and your pet to love your aPAWstrophe order. Please read our return and exchange policy carefully before placing your order.

 

Change of Mind

We do not offer refunds, returns or exchanges for change of mind, incorrect colour selection, incorrect product selection, or if an item is no longer wanted after purchase.

Please choose your colour, size and product options carefully before placing your order.

 

Size Exchanges

We understand that choosing the right size for your pet can sometimes be tricky.

Size exchanges may be considered within 14 days of receiving your order, provided the item is:

- unused and in original condition
- clean and free from pet hair, odour, stains or damage
- returned with all tags, packaging and accessories included
- approved by us before being sent back

To request a size exchange, please contact us through our Contact page with your order number, the item you would like to exchange, and the size you would like instead.

Please do not send any items back without contacting us first. Items returned without prior approval may not be accepted.

For approved size exchanges, customers are responsible for the cost of returning the original item to us.

Once the returned item has been received and approved, a $15 AUD replacement shipping and handling fee will apply before the replacement item is sent.

If the requested replacement size is unavailable, or if your pet does not fit within our available size range, we may offer store credit at our discretion, provided the returned item meets our return conditions. Customers are responsible for the cost of returning the original item to us before any store credit is assessed.

We do not offer refunds where the item is unsuitable due to incorrect size selection or because your pet does not fit within our available size range, unless the item is faulty or incorrectly supplied by us.

 

Bundles and Kits

For bundle or kit purchases, size exchanges may only be approved for the same product and colour in a different size.

Colour, style or product changes are not available for bundle or kit exchanges.

For approved size exchanges within a bundle or kit, where the replacement is for the same product and colour in a different size, the bundle price will remain unchanged. Customers are responsible for the return shipping cost and the $15 AUD replacement shipping and handling fee.

If an item from a bundle or kit cannot be exchanged because the requested size is unavailable or your pet does not fit within our available size range, and you choose to keep the remaining items, the remaining items may be recalculated at their individual full prices. Any approved store credit will be based on the original bundle price minus the full retail price of the items kept.

Customers are responsible for returning the item to us before any store credit is assessed.

 

Store Credit

For approved returns accepted at our discretion, store credit may be offered instead of payment back to the original payment method.

Store credit may only be used on our online store and cannot be redeemed for cash.

 

Returned Items

Returned items must be unused, clean and in resellable condition.

We cannot accept returned items that have been used, worn, washed, damaged, altered, or returned with pet hair, odour, stains, missing tags, missing packaging or missing accessories.

If a returned item does not meet these conditions, the exchange or store credit request may be refused.

If a refused item needs to be returned to you, you may be required to pay the shipping cost for it to be sent back.

 

Faulty or Damaged Items

If you believe your item is faulty or damaged on arrival, please contact us through our Contact page as soon as possible with your order number, a description of the issue, and clear photos or videos.

Photos or videos are required for initial assessment. However, we may require the item to be returned to us for physical inspection before approving any remedy.

If we ask you to return the item for assessment, you may be required to pay the return shipping cost first.

If the item is confirmed to be faulty or damaged on arrival, we will reimburse reasonable return shipping costs and provide an appropriate remedy.

If the item is not found to be faulty, or the issue appears to be caused by normal wear and tear, chewing, misuse, incorrect fitting, improper care, excessive force or accidental damage, return shipping costs will not be reimbursed and the request may be refused.

If a refused item needs to be returned to you, you may be required to pay the shipping cost for it to be sent back.

 

Incorrect Items Supplied by Us

If you receive an item that is different from what you ordered, please contact us through our Contact page as soon as possible with your order number and clear photos of the item received.

If we confirm that the wrong item, colour, size or product was supplied by us, we will arrange an appropriate solution.

We may ask you to return the incorrect item to us before a replacement is sent. In this case, we will cover or reimburse reasonable return shipping costs.

Where we require the incorrect item to be returned, the replacement item may not be sent until the incorrect item has been received or return arrangements have been confirmed.

The incorrect item must be unused, clean, and returned with all original tags, packaging and accessories where possible.

 

Warranty and Wear

Our products are designed for everyday use and adventures, but they are not indestructible.

Our warranty does not cover normal wear and tear, chewing, scratching, misuse, incorrect fitting, improper care, accidental damage, or damage caused by excessive force.

Please inspect your item before use and ensure all clips, buckles and straps are fitted securely and used as intended.

If you believe your item has a manufacturing fault, please contact us through our Contact page with your order number and clear photos or videos of the issue.

 

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges for items that have been used, worn by a pet, washed, damaged, or returned with pet hair, odour or stains, unless the item is faulty, incorrectly supplied by us, or otherwise required by law.

 

Shipping Fees

Original shipping fees are non-refundable for change of mind, incorrect size selection, incorrect colour selection, incorrect product selection, or if an item is no longer wanted after purchase.

For approved size exchanges, customers are responsible for both the return shipping cost and the $15 AUD replacement shipping and handling fee.

 

Your Rights

Nothing in this policy limits your rights under Australian Consumer Law.

 

Contact

For return, exchange or refund questions, please contact us through our Contact page.