Australian Consumer Law This policy is in addition to your rights under the Australian Consumer Law. You may be entitled to a remedy for faulty goods regardless of whether an item is personalised or on sale.
Definitions
Non-personalised items: standard (non-custom) products with no custom name/phone number/design changes.
Personalised items: made-to-order products with custom details (e.g., name, phone number, or design).
Return Window We have a 30-day return policy for non-personalised items, which means you have 30 days after receiving your item to request a return.
Change-of-mind eligibility (non-personalised items only) To be eligible for a change-of-mind return, your item must be unused, in the same condition you received it, and returned in its original packaging where possible. You’ll also need the receipt or proof of purchase.
How to Start a Return To start a return, you can contact us at returns@pettopid.com. Please note that returns will need to be sent to our studio address: U2410, 42 Walker Street, Rhodes, NSW 2138, Australia.
If your return is accepted, we will provide instructions on how and where to send your package.
For defective or wrong items: We will provide a prepaid return shipping label free of charge.
For change of mind (non-personalised items only): customers are responsible for return postage and may use any courier or postal service.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at returns@pettopid.com.
Damages and issues Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, email clear photos of the item and its packaging to returns@pettopid.com as soon as possible (ideally within 48 hours) so we can review the issue and help resolve it quickly.
Cancellations As our products are 3D printed to order, we can only accept cancellations within 2 hours of placing your order. After this time, production has likely begun, and we will be unable to cancel or refund the order for change of mind. Please contact support@pettopid.com immediately if you wish to cancel. (Note: This strictly applies to change of mind cancellations and does not affect your rights under Australian Consumer Law regarding faulty products.)
Exceptions / Non-returnable items Certain types of items cannot be returned for change of mind, specifically custom products (such as special orders or personalised items). This does not affect your rights under the Australian Consumer Law. Please get in touch if you have questions or concerns about your specific item.
Sale items (items marked as "Sale" or "Clearance") are not eligible for change-of-mind returns. This does not affect your rights under the Australian Consumer Law.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Lost Packages If your package is marked as delivered but you have not received it, or if it is lost in transit by Australia Post, please contact us. We will work with the carrier to investigate. If the package is confirmed lost by the carrier, we will offer a replacement or a full refund.
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 within 10 business days. For change-of-mind returns, any original shipping fees paid (if applicable) are non-refundable. 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 returns@pettopid.com.
Order Accuracy Please ensure all spelling, names, and phone numbers are entered correctly when placing your order. We cannot correct errors that were entered by the customer. If the mistake was caused by us, we will remake or refund the tag in line with Australian Consumer Law guarantees.
