Refund policy

We make two kinds of products, and returns work differently for each: personalised pet ID tags, which are engraved with your pet's details and made just for you, and house collars, which are not personalised.

Personalised pet ID tags
Because every tag is made specifically for you and your pet, we can't accept change-of-mind returns, exchanges or refunds on them. You can edit or add to your order within 60 minutes of placing it. After that, so long as we haven't commenced production of your order, we're more than happy to make changes for you or cancel & refund your order, so please contact us as soon as you can. We can't change, cancel or refund your order once production has started.

If we've made a mistake, or your tag is faulty or damaged, we'll make it right (see Damages and issues below).

House collars
House collars aren't personalised, so if you order the wrong size you can send it back and we'll exchange it for the right one. We know puppies grow fast, so exchanges need to be requested within 7 days of delivery. The collar must be unused, unworn, unwashed and in new, saleable condition. Exchanges are subject to stock availability. If the size you need is out of stock, you can wait for it to come back in, or we'll refund you to your original payment method once we've received your return and confirmed it's in new, saleable condition. We don't offer refunds on house collars for change of mind.

To start an exchange, email info@woofywears.com.au with your order number before you send anything back. We'll confirm it's eligible and give you our return address.

Postage is at your own expense both ways: you pay to send the collar back to us, and for us to send your replacement. Returns must be sent with a tracked service, as we can't be responsible for items lost on their way back. If a returned collar isn't in new, saleable condition, we'll let you know and won't be able to exchange it.

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. We'll cover the cost of returning and replacing any faulty or incorrect item.

Refunds
Refunds are only available where we've made a mistake, an item is faulty or damaged, or a house collar exchange can't be fulfilled because the right size is out of stock. We will notify you once we've processed any eligible refund. When this happens, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at info@woofywears.com.au.

Shipping & delivery estimates
Delivery estimates shown at checkout and elsewhere on this site are provided by our shipping carrier (Australia Post) and are not guaranteed by Woofy Wears. Where Australia Post's Next Day Guarantee applies to an eligible Express Post service and a parcel is not delivered by the guaranteed time, Australia Post's guarantee refunds the postage cost only — it does not cover the value of your order.