At Petly, we want you to be happy with your purchase. If you need to return or exchange an item due to an incorrect colour, incorrect size, or a change of mind, we’re happy to assist under the conditions outlined below.

Eligibility for Returns & Refunds

We offer refunds or exchanges on returned items provided that:

• The item is unworn, unused, unwashed, and in a resellable condition, as deemed by Petly

• The item is returned in the same condition as purchased

• The item is not a gift card or a personalised product, including custom name patches

• The return request is made within 60 days of delivery

Items that show signs of wear, pet hair, odour, damage, or use may not be eligible for return.

Change of Mind Returns

For returns due to change of mind, incorrect colour, or incorrect size:

• The customer is responsible for return shipping costs

• Return shipping costs are not refundable

• Refunds will be issued once the item has been received and inspected

How to Return or Exchange an Item

To request a return or exchange, please contact the Petly customer support team via email with your order number and reason for return.

If your return is approved:

• You will receive clear return instructions

• Items must be securely packed and lodged with the nominated carrier

Once your return has been received and inspected, your refund or exchange will be processed.

Refund Processing

• Refunds are issued to the original payment method only

• Please allow 7–10 business days for the refund to appear, depending on your bank or payment provider

Bundles & Kits

• If individual items are returned from a bundle or kit, any items kept will be recalculated at full individual price, as the bundle or kit discount will no longer apply

• If exchanging an item for a different size only, Petly will honour the original bundle price for the replacement

• Bundle pricing does not apply if exchanging for a different colour or a different product

• All exchanges are subject to stock availability

Faulty or Damaged Items

If you receive an item that is faulty or damaged, please notify Petly within 7 days of delivery.

When contacting us, please include:

• Your order number

• A description of the issue

• Clear photos showing the fault or damage (where possible)

If the claim is approved:

• Petly will cover return shipping costs

• A replacement will be sent if available

• If the item is unavailable, we will arrange either:

  • A replacement item of equal value, or

  • A full refund, including original shipping costs

Warranty & Guarantee

Petly products are made from high-quality materials but are not indestructible.

All products are covered by a 60-day warranty against manufacturing defects in materials or workmanship present at the time of purchase.

• Warranty claims must be submitted within 60 days of purchase

• Claims must include a description and supporting photos

• Items should be inspected for faults prior to use

This warranty does not cover normal wear and tear.

This warranty is provided in addition to your rights under Australian Consumer Law.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

Liability

Petly is not responsible for any injury, loss, or damage resulting from the use or misuse of our products.