Returns Policy

It is important to us that you are completely satisfied with our products and service. We understand that online shopping can be tricky, especially if you’ve never seen the product or tried it on your pet! That’s why our policy allows returns for up to 30 days from the purchase date. You can choose to either exchange the product or get 100% of your money refunded or as store credit.

To be eligible for a return, a receipt or proof of purchase must accompany the merchandise. 
To return an item, it must be unused and in the same condition you received it in, with the original packaging.

You are entitled to a refund, replacement or credit if the product is faulty during/at the time of purchase. Some items also do have a 1 year guarantee so speak to the staff if you are unsure if your purchase qualifies for this guarantee.

We will cover the cost of return shipping if the product was sent in error, or was faulty. Unfortunately, we cannot cover the cost of shipping for change of mind or wrong colour/size, so please choose carefully. Please send your parcel with a tracked courier service, as we are not liable for returns lost in transit.

Refunds via Afterpay due to change of mind or ordering the wrong product/size will incur a 5% fee. This is because we cannot claim this back from Afterpay when refunding customers. 

FOOD

We cannot refund bags of food or treats that have been opened, unless it falls under the palatability guarantee*

*Palatability Guarantees: some manufacturers provide a 100% money back guarantee if your pet doesn’t want to eat the food. We will refund the price of the food when returned to us. For dry food, this must be at least 50% left in the bag to qualify for a refund.

TOYS

Toys are not eligible for return except for reason of defect during time of purchase. Please note that even the toughest toys can break or cause wear and tear depending on the dog. E.g. Moderate or aggressive chewer, sharp puppy teeth etc. Some toys will only last a few hours, few days or a few months. There are NO indestructible toys. Our staff are happy to assist and provide advice for the toys most suitable for your dog in regards to durability for the longest lasting option.

CLOTHING

We accept returns of clothing items that do not fit, are faulty at the time of purchase or if the incorrect item was sent. This can be either for a refund, store credit or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it in. This must be accompanied by a receipt or proof of purchase. We do not accept returns on clothing that has been damaged due to normal wear. 

DISCOUNTED ITEMS

Discounted/special marked items (usually short-dated or damaged) cannot be refunded or exchanged. Please choose this carefully.

Items purchased on clearance cannot be exchanged or returned, unless the item is faulty.

Please contact us to discuss any refunds and we will try our best to put it right. Once we receive the parcel, we will send you an email to confirm and the refund will be processed through your original payment method.