RETURNS

Our Returns & Exchange Policy

We strongly advise that you measure your pupper twice against our size chart to ensure that you order will fit your pupper pawfectly.

You’ve just received your pawsome little parcel in the post. Yippee! But it’s not quite right. Boohoo! Don’t worry, we want you to love everything about your order. So, if it doesn’t fit your pupper properly or the item is faulty, drop us a message within a week of delivery stating the following details: your name, order number and product(s).

We will be in touch with you within 24 hours to assist with your query.

Please note: We cannot guarantee that we’ll have a different size in stock to exchange for your returned item. In that case, you will be automatically issued with a store credit to the value of the returned item, which will allow you to choose another item from the rest of our pawsome range.

Please not that PUPPERZ doesn't accept return on made to order items this includes all human products (e.g. T-shirts, Mugs etc.) on our website. 

Store credit for the replacement item

If you have returned an item and it has been accepted by PUPPERZ, we will automatically send you a store credit to the value of the item returned. Please note, you will only be issued a store credit for the price of the actual item, not the shipping. 

PUPPERZ will only refund if you receive a faulty product or an incorrect item. 

Our returns and exchange policy do not cover the fact you have simply changed your mind.

The finer details

There are a few other things you need to know about our returns and exchange policy:

  • Australian orders must be sent back within 14 days of delivery date or within 28 days if you are an international customer. We will not accept any items for exchange that are outside these guidelines.
  • We process returns within five business days of receiving your items.
  • Unfortunately, PUPPERZ does not accept returns on sale, final sale, made to order or flash sale items.
  • Shipping costs are non-refundable.
  • The cost of return shipping is at the customer’s expense and is non-refundable.
  • All orders cancelled via Afterpay will deduct a 6% surcharge fee & a 30 cents transaction fee. 

Returned items must be received in original condition, just like the day you received them. Original condition is defined as:

  • unused, unmarked and hair free,
  • unwashed, and
  • with all tags still attached and/or in original packaging. 

So, when you receive your freshly posted parcel of furshion fun, please take care not to get any dirt on the items when you are trying them on your pupper for the first time.

Please note: Items that are not received by PUPPERZ in their original condition (that is, how you received them from us and as set out above) will be returned to you at your own cost, so please be careful. We stand firmly by this policy and it is non-negotiable.

How to return an item

To send your item back you will need to fill out a Return Sheet. This sheet has everything you need to know about sending an item back. It also explains the instructions you must follow to receive a refund.

Please send your return items, with the filled-out Return Sheet, to:

PUPPERZ
PO Box 7053, 
Aspendale VIC 3195

 

PUPPERZ recommends returning your items by trackable or registered mail because, sadly, return items that aren’t received at our end will not receive a refund or credit.

What the fluff! Received a Faulty or Incorrect Item?

Not a problem. We thoroughly inspect all items before they are packaged up and sent to their new owner because quality and care are of the utmost importance to us here at PUPPERZ. But if you find you’ve received a faulty item when you open your parcel, we will replace it.

All you have to do is let us know and we’ll get right onto it. Simply contact us with your name, order number, product(s) and give us the finer details of the fault(s) in your item. We's also love you to attach some pictures of the fault(s) so we can endeavour to make sure it doesn’t happen again.

Once we receive the incorrect or faulty items from you by return post, we’ll get the new order processed and sent straight away.

If the item that you ordered is no longer available, we will issue you with a full refund (including postage).

We will also make sure you are not out of pocket and take care of the postage costs on returns of faulty items and wrong items.

There is nothing more exciting for us than when our customers are happy and wearing big smiles on their faces! So please, let us know if something isn’t quite right and we will do everything we can to ensure your happiness while you are visiting our online store. 

* PUPPERZ reserves the right to change our returns & exchange policy as needed.