Refund policy

This policy has two parts. The first sets out your rights under the Australian Consumer Law, which we cannot limit. The second sets out our voluntary change of mind policy, which we offer in addition to those rights.

Last updated: 28 July 2026

Part 1: Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These rights apply automatically. They are not affected by our 30 day window, by whether you kept the packaging or tags, or by whether the item was bought on sale.

If a product has a major problem, you can choose a refund or a replacement. A major problem includes an item that:

has a fault that would have stopped you buying it had you known;
is significantly different from the description, sample or demonstration model;
is substantially unfit for its usual purpose and cannot easily be made fit within a reasonable time;
is unsafe.

If the problem is minor, we will repair, replace or refund, and we may choose which. If we take an unreasonable time to repair, you can then choose a refund or replacement.

You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure.

These rights are not limited to 30 days. Consumer guarantees last for a reasonable period, which depends on the price, the nature of the product and how it is used. A $400 piece of pet furniture is reasonably expected to last considerably longer than a $20 toy, and we assess claims on that basis.

Proof of purchase. We need evidence you bought the item from us, but this does not have to be a receipt. A bank or credit card statement, an order confirmation email, or your account order history is sufficient.

Return costs for faulty goods are ours. If an item is faulty, damaged, incorrectly described or wrongly supplied, we pay the cost of returning it. We will send you a prepaid label. If the item is large or difficult to post, contact us and we will arrange collection.

To make a claim, email ehylamdotp@gmail.com with your order number, a description of the problem, and photos where relevant.

Part 2: Our 30 day change of mind policy

Separately from the rights above, we accept returns for change of mind. This is a voluntary policy and it comes with conditions.

You have 30 days from receiving your item to request a change of mind return. To be eligible:

the item must be in the same condition you received it, unworn and unused;
tags must still be attached and the original packaging intact;
you must have proof of purchase.

These conditions apply to change of mind only. They do not apply to a faulty, damaged or incorrectly supplied item, which is covered by Part 1.

How to start a return

Email ehylamdotp@gmail.com with your order number and the item you want to return. Do not send anything back before contacting us, as items returned without an approved request cannot be processed.

Once approved, we will send instructions and the return address.

Who pays return postage on a change of mind return

Return postage for a change of mind return is at your cost. Because our shipping is free, there is no original delivery charge to refund, so you receive the full price of the goods back once the return is approved and received.

We recommend a tracked service. Items lost on the way back to us cannot be refunded until they arrive.

Before you post anything, contact us. For lower value items the postage can exceed what the item is worth, and there are often better options. See Where returns are sent below.

Items excluded from change of mind returns

For hygiene, safety and practical reasons, we do not accept change of mind returns on:

perishable goods, including treats, food, flowers and plants;
custom, personalised or special order items;
personal care and grooming products that have been opened or used;
items that have been used by a pet, including beds, collars, harnesses, bowls and toys, where they show signs of use, hair or odour;
hazardous materials, flammable liquids and gases;
gift cards.

Important: this exclusion list applies to change of mind only. If any of these items is faulty, unsafe, or not as described, your Part 1 rights apply in full and this list does not limit them.

Sale items

Change of mind returns are accepted on discounted items, on the same terms as anything else. We do not exclude sale items from our returns policy.

To be explicit, because this is commonly misunderstood: buying an item on sale does not reduce your consumer guarantee rights. If a discounted item is faulty, not as described or unsafe, you are entitled to a repair, replacement or refund on exactly the same basis as a full price item. The only exception is a fault we specifically drew to your attention before you bought it, such as a clearly labelled seconds or ex-display item.

Damaged, defective or wrong items

Please check your order when it arrives. If anything is damaged, defective, or not what you ordered, contact us at ehylamdotp@gmail.com with photos and we will sort it out. Do not discard the packaging until the matter is resolved, as carriers sometimes require it for a claim.

Exchanges

The quickest way to get the item you want is to return the original and place a new order once your return is approved. For faulty items, tell us you would prefer an exchange and we will arrange it directly.

Where returns are sent

We do not publish a fixed return address, and you should never post an item back before contacting us.

Our stock ships from several warehouses, some of them overseas, and the correct destination differs by product. When we approve a return we will give you the exact address in writing, along with instructions. Anything sent back without an approved return cannot be processed and we may not be able to recover it for you.

In many cases, particularly for lower value items, returning the goods costs more than they are worth. When that happens we will simply refund or replace without asking you to send anything back. Ask us before you spend money on postage.

Your agreement is with us, not our supplier

This matters, so we will say it directly. If a product is faulty, not as described, or unsafe, we are responsible for putting it right under the Australian Consumer Law.

We will not ask you to deal with our supplier. We will not decline a valid claim because a supplier refuses to accept a return, or because an item shipped from overseas. Whatever happens between us and our suppliers is our problem to resolve, not yours, and it has no bearing on your rights.

Refunds

We will let you know once we have received and inspected your return, and whether the refund is approved.

Approved refunds are returned to your original payment method within 10 business days. Your bank or card issuer may take additional time to post it to your account.

If more than 15 business days have passed since we approved your refund and you have not received it, contact us at ehylamdotp@gmail.com.

If you are not happy with our decision

Contact us first and we will review it. If we cannot resolve it, you can seek assistance from the consumer protection agency in your state or territory, or from the ACCC at accc.gov.au.