Refund policy

We want you to be completely satisfied with every item that you purchase from Puppy Pastimes. We understand that there may be times when you will need to return a product that you have purchased from us, and we aim to make this process as easy and hassle free as possible. Our returns policy has been constructed to comply with the relevant consumer rights and retailer obligations as set out under the Australian Consumer Law (ACL).

When to return a product?

You are entitled to a refund, replacement or credit from Puppy Pastimes when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law (ACL), i.e. the product:

  • Is faulty or of unacceptable quality

  • Does not match the description or sample

  • Is unfit for the intended purpose (i.e. does not do what it is meant to do)

  • Is not delivered in a reasonable time frame

  • And proof or purchase must be provided (proof of purchase details are outlined above)

We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can log on to your account. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

We do not offer returns for change of mind.

You can always contact us for any return question at info@puppypastimes.com.au.

Puppy Pastimes takes no responsibility for you selecting the wrong size or colour. Purchasing the wrong size or colour is considered a change of mind return. We will only offer an exchange for the wrong size. There are no returns for the wrong colour.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, treats, or supplements), custom products (such as special orders - including imported pre-order items - or personalized items), and personal care goods (such as shampoo and wipes). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
If you purchase the incorrect size, we will exchange the item or provide a store credit. Sizing exchanges will be returned at the buyers expense. 

Items imported based on a pre-order can be exchanged if they are the incorrect size. However, there is a very high possibility there will be no stock and your exchanged item will need to be ordered during the next order up to 3 months later.

Occasionally the incorrect product may be supplied, we will exchange this for the correct product upon return of the supplied product. Please contact us for a return label. 

Exchanged items must be:

  1. Be in original condition (no marks/stains/rips/smells/fur) unwashed and unused.
  2. Items returned need to be in original packaging - including having all tags and inside any packaging they are sent in. 

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Special Items

The following items can be returned, refunded or exchanged based on the manufacturers return policy only. Please follow the link to view the return policy. 

Cancelling a Pre-Order

Pre-orders require an upfront payment. This amount, minus 5% admin fee, is refundable up until the order is placed with the supplier. 

If you cancel your pre-order after it has been placed with the supplier, the following percentage of the purchase price plus shipping is refundable. 

  • Zayma 75%
  • Out-n-Out 50%
  • Jaegr 50%
  • Zero DC 50%
  • Tug-e-Nuff 75%