Returns & Exchanges Policy

Pup Couture & Co.
Website: www.pupcoutureandco.com.au
Email: pupcoutureandco@gmail.com
Last updated: 22 August 2026

At Pup Couture & Co., we want you and your pup to love your purchase.

We understand that choosing the perfect size online can sometimes be tricky, which is why we are happy to offer size exchanges on eligible products when the wrong size has been selected.

Please read the following policy before requesting a return or exchange.

1. Change of Mind & Incorrect Sizing

If you have changed your mind or selected the wrong size, we may offer an exchange provided the product meets the eligibility requirements below.

This may include exchanging a harness or collar for another available size.

Because our products are pet accessories, we can only accept change-of-mind or sizing exchanges where the item has not been used.

2. Eligibility for Returns & Exchanges

To be eligible for a change-of-mind or sizing exchange, the item must be:

• Unused and unworn

• In its original condition

• Clean and free from pet hair

• Free from dirt, stains and odours

• Free from signs of chewing or damage

• Returned with its original packaging where reasonably possible

• Returned within the applicable return period

For hygiene and safety reasons, products that have been worn or used may not be eligible for change-of-mind or sizing exchanges.

3. Size Exchanges

We understand that every dog is different, and our online size guide is intended as a general guide only.

If you receive your harness or collar and discover that you have selected the wrong size, please contact us at:

pupcoutureandco@gmail.com

Please include:

• Your order number

• Your dog's measurements

• The size purchased

• The size you would like to exchange for

We may ask for photographs or measurements to help determine the most appropriate size.

Important

Our size guide should be used as a guide only. When choosing a harness or collar, you should consider your dog's:

• Neck measurement

• Chest/girth measurement

• Weight

• Breed

• Body shape

• Fur thickness

• Individual proportions

Chest and neck measurements should be prioritised over weight when selecting a size.

If you are unsure about sizing before purchasing, we encourage you to contact us at pupcoutureandco@gmail.com.

4. Return Period

Please contact us within 14 days of receiving your order if you would like to request a change-of-mind or sizing exchange.

Items returned outside this period may not be eligible for an exchange unless otherwise required by Australian Consumer Law.

5. How to Request an Exchange

To request an exchange:

Step 1: Email pupcoutureandco@gmail.com with your order number.

Step 2: Tell us the reason for the exchange and the size you require.

Step 3: We will confirm whether your item is eligible and provide return instructions.

Step 4: Send the eligible item back to us as instructed.

Step 5: Once we receive and inspect the item, we will arrange the replacement size where available.

Please do not send an item back without contacting us first.

6. Return Shipping Costs

For change-of-mind or incorrect-size exchanges, the customer is responsible for the cost of returning the original item to Pup Couture & Co.

Where an exchange is approved, we may also require the customer to cover the postage cost of sending the replacement item, unless otherwise stated.

We recommend using a tracked postal service when returning an item, as Pup Couture & Co. cannot be responsible for items lost in transit before they reach us.

7. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or materially different from what you ordered, please contact us as soon as possible at:

pupcoutureandco@gmail.com

Please provide your order number and photographs of the issue where possible.

We will assess the issue and, where applicable, provide an appropriate remedy in accordance with the Australian Consumer Law.

This may include a repair, replacement or refund depending on the circumstances.

You do not lose your Australian Consumer Law rights because an item is outside our change-of-mind return period.

8. Items That Cannot Be Returned for Change of Mind

For hygiene and safety reasons, we generally cannot accept change-of-mind or sizing exchanges for products that have:

• Been worn

• Been used outdoors

• Been exposed to dirt, water or other substances

• Pet hair

• Strong odours

• Signs of chewing

• Damage caused by the pet

• Signs of washing or alteration

This does not affect your rights under the Australian Consumer Law where a product is faulty or otherwise does not meet a consumer guarantee.

9. Sale & Promotional Items

Unless otherwise stated, sale and promotional items may be eligible for exchange where the item meets our return requirements.

Australian Consumer Law rights still apply to sale products.

10. Refunds

For change-of-mind or incorrect-size purchases, our preferred remedy is an exchange where possible.

Where a refund is applicable or required, it will generally be issued to the original payment method.

Original shipping costs may not be refundable for change-of-mind returns, except where required by law.

11. Exchange Availability

Exchanges are subject to product availability.

If the requested replacement size or product is unavailable, we will contact you to discuss the available options.

12. Australian Consumer Law

Nothing in this Returns & Exchanges Policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law.

If a product is faulty, unsafe, does not match its description or otherwise fails to meet a consumer guarantee, you may have rights to a remedy regardless of this change-of-mind policy.

For information about your consumer rights, you can visit the Australian Competition and Consumer Commission (ACCC) website.

13. Contact Us

For all returns and exchanges, please contact:

Pup Couture & Co.
Email: pupcoutureandco@gmail.com
Website: www.pupcoutureandco.com.au

We want to make finding the right fit as easy as possible, so please reach out if you're unsure about your pup's size. 🐾