Please read this policy carefully before placing an order. By purchasing from our store, you acknowledge that you have read, understood, and agreed to the terms outlined below.

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No Change-of-Mind Returns

Due to hygiene and safety reasons, we do not accept returns, refunds, or exchanges for:
• Change of mind
• Incorrect selection
• Sizing issues
• Colour preference
• Personal preference

This applies to all collars, leads, charms, and accessories.

Customers are solely responsible for reviewing all product descriptions, sizing guides, colours, materials, and care instructions prior to purchase.

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Used Items & Wear and Tear

All pet accessories are subject to natural wear, cosmetic changes, and degradation over time and through use.

This includes, but is not limited to:
• Scratching, scuffing, chipping, or paint wear on hardware
• Fading, scratching, surface wear, or loss of finish on charms
• Cosmetic changes caused by walking, playing, swimming, dirt, mud, sand, salt water, or outdoor environments

Once an item has been worn, used, or shows any signs of use or cosmetic change, it is not eligible for return, refund, or replacement.

Normal wear and tear and cosmetic changes do not constitute a manufacturing fault.

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Care, Use & Environmental Exposure

Our collars and leads are designed to be waterproof and rust-resistant; however, proper care is required to maintain appearance and longevity.

After exposure to:
• Dirt or mud
• Salt water or beach environments
• Heavy outdoor, adventure, or water use

Items must be rinsed thoroughly with fresh water using mild soap and allowed to air dry.

Damage, fading, corrosion, staining, or deterioration caused by improper use, environmental exposure, neglect, or failure to follow care instructions is not considered a manufacturing fault and is not covered under this policy.

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Charms & Decorative Accessories

Charms are decorative items only and are not designed for heavy wear or continuous exposure to outdoor conditions.

Fading, scratching, chipping, tarnishing, or cosmetic wear is expected with use and over time and does not indicate a defect.

Charms that show any signs of wear, use, or cosmetic change are not eligible for refunds, replacements, or returns.

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Manufacturing Faults

Claims for genuine manufacturing faults must be submitted within 7 days of delivery.

To be assessed, all claims must include:
• Clear, unedited photos showing the alleged fault
• A written description of the issue

Manufacturing faults do not include:
• Normal wear and tear
• Cosmetic changes
• Damage caused by use, misuse, or environmental exposure
• Failure to follow care or usage instructions

If a manufacturing fault is confirmed, we will provide a replacement or store credit, unless otherwise required by Australian Consumer Law.

Refunds are not provided for minor faults where a repair or replacement is available.

Customers are responsible for all return shipping costs unless a manufacturing fault is confirmed.

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Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee provided under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

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Chargebacks & Disputes

By purchasing from our store, you agree to contact us directly to resolve any concerns prior to initiating a chargeback or payment dispute.

Claims raised through payment providers that do not meet the conditions outlined in this policy may be disputed using order records, delivery confirmation, product descriptions, and this Returns & Refunds Policy.

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Final Conditions
• All claims are subject to assessment prior to approval.
• Outcomes are determined in accordance with this policy and Australian Consumer Law.
• We reserve the right to refuse any return, refund, or replacement that does not meet the conditions outlined above.

By completing a purchase, you confirm acceptance of this Returns & Refunds Policy.