Returns & Refunds
Not quite the right fit? Here's how returns and refunds work.
30-day returns
We offer 30-day returns from the date your order is delivered. To be eligible:
- Items must be unworn, unwashed and in their original packaging with tags attached. Trying an item on your dog indoors to check the fit is fine.
- Items must be clean and free of pet hair, odour, stains and damage.
- Items marked “Final Sale” or “Non-Returnable” cannot be returned unless faulty.
- A photo of the item must be provided before a return is approved.
How to start a return
- Email us with your order number, the item you'd like to return, the reason and a photo of the item.
- We'll reply with return instructions and the return address.
- Send the item back with tracking and email us the tracking number.
All returns must be approved before being sent back. Unapproved returns will not be accepted.
Wrong size?
Every style fits a little differently, so please check the size chart on the product page or our size guide before ordering. If the size isn't right, the quickest way to get a different one is to return the original item and place a new order for the size you need.
Damaged, faulty or incorrect items
If your item arrives damaged, faulty or isn't what you ordered, email us as soon as possible (ideally within 7 days of delivery) with your order number and a photo. We'll send a replacement or a full refund, and you won't pay for return postage.
Refunds
Once your return is received and inspected, we'll let you know whether your refund is approved. Approved refunds are processed to your original payment method within 1–5 business days; your bank or card provider may take a few more days to show it.
Return shipping
Unless the item is faulty or incorrect, return shipping costs are the customer's responsibility and are non-refundable, and original delivery charges are not refunded. Please use a tracked service, as we can't refund returns that don't reach us.
Non-returnable items
- Gift cards
- Items that have been worn outdoors, washed, altered or damaged after delivery
- Items returned with pet hair, odour or stains
- Items returned more than 30 days after delivery
- Items not in their original condition (unless faulty)
Your consumer rights
Nothing in this policy limits the rights you have under consumer law where you live, including the Australian Consumer Law. If an item is faulty, not as described or doesn't do what it should, you may be entitled to a repair, replacement or refund.
Start a return: email hello@thepawcloset.com with your order number.
