Appointments

Exchanges, Returns & Refunds

For items from our online store. All custom devices have their own warranty and information provided.
Exchanges

We understand that your purchase may not be the right fit for your pet the first time. Exchange your item within 14 days of purchase for a different size/style by doing the following 

  • Contact via email - [email protected] to advise
  • Return the item(s) to 20 North Street Shepparton, VIC 3630
  • Include a return addressed prepaid satchel
  • Include a note with order details and what size you would like to exchange for the item you have returned.
  • The product must be in new condition and not have been used.
The product must be in new condition and not have been used.

Given the nature of the products sold in our store, we can only offer a limited returns. We want to avoid possible skin diseases cross-contamination from a dog to another. If for any reason you wish to return your product, you may return it for a refund, subject to the conditions below.
We don’t offer refunds for change of mind.

  • Contact us by email within 14 days of receiving the product. Please provide your name, order number/invoice, the reason for returning
  • All products must be in a like-new, undamaged condition and not worn/used.
  • Items returned to us without notification will not be eligible for a refund or exchange.
  • We will NOT accept returns on items that appears used, missing components, covered in hair, and/or smells.
  • The product will be inspected upon its return, based on the condition of the product we will notify you of the outcome.
  • If the product we receive is determined not to be eligible for a refund we will notify you with an explanation on why it was determined to not to receive a refund.
  • All returns are subject to a restocking fee

Refund amount

  • Restocking fee of $15 will be deducted from the refund amount.
  • Refund provided is less the shipping & postage costs.

Faults

  • If there is a fault with a product please email your invoice / order number and pictures of the fault to [email protected]
  • The product is required to be returned to 40 King St Shepparton for assessment to ensure it is a manufacturing fault and not as a result of misuse. This also helps us to rectify any manufacturing faults to ensure our products are of the highest standard.
  • If there is a fault with a product within 1 months of purchase we will provide the following in below order
  • Provide a replacement that is identical, or of similar value.
  • Provide a refund less shipping costs. Customer is required to pay or provide return postage.

No refund /return is possible if

  • Change of mind
  • Ordered the wrong product
  • Purchased on sale
  • The brace is damaged, not cleanable, have any smell or hair, or has been washed
  • You have shortened a strap
  • Has been used
General Advice Warning

The information provided is general in nature and does not take into account your personal situation, and should not be relied upon in place of appropriate professional advice. You should consider whether the information provided is appropriate to your personal needs before you make any purchase, and where appropriate, seek advice from a veterinarian. By purchasing with us you accept full responsibility for your purchase.

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