Returns

We hope you love your new purchases just as much as we love making them for you!

If, for any reason, you would like to return your items, we will happily accept your items in their original condition within 30 days of placing your order (or 7 days for Modern Dream Beds).

Returns:

Our Returns Process is super easy! We accept returns on all accessories excluding bowls. Simply follow the steps below to lodge your return online. 

Here to check our returns policy before purchase? Scroll down to view our Return Types for all eligible products and returns. 

LODGE A RETURN
Step 1:

First, please make sure your return items meet the following conditions to be eligible for a return:

• Items must be in original condition (no marks/stains/rips/smells/fur)
• Returns cannot be approved for any part of an order that is personalised, engraved or made to order. Note that collars with engraving may be returned or exchanged, however the engraved charm will need to be removed before sending back and is not part of the return total amount.
• All original tags and packaging must remain attached and in tact. Any items with these removed can't be accepted
• Bowls cannot be returned due to hygiene laws. Please be certain of your purchase before choosing bowls

Step 2:

• Lodge your return request in our Returns Portal here within 30 days of placing your order (or 7 days for Modern Dream Dog Beds)
• The type of return you are offered will differ depending on the product and where/how it was purchased (see below for product details).
• After submitting your return, note your RMA number provided on screen. You will need this to include on your return parcel.
• NOTE: Some returns are not finalised until the Pre-Paid Label fee has been paid. When you click 'Submit' in the Returns Portal, you will be sent an email with a link to pay. This email is instant and may be hiding in your junk or spam folder. We do not receive your Return Request until this has been paid.

Step 3:

• Once your return has been submitted, approved and any outstanding fees paid, you will receive an automatic email with further instructions.
• Package up your return items as small and lightweight as possible. In the interest of reducing waste and keeping your return shipping costs down, please send returned items back without the original box or any excess plastic/bubble wrap/notes. The original biodegradable product bag inside a mailer bag or rigid mailer is sufficient enough to keep your products safe.

Where to Send your Returns:

We check for Returns twice a week and aim to process returns on the same day they are collected. You will receive an email once the return has been processed. If you choose to send your parcel back as 'Return To Sender', our shipping account will be charged a fee which will be deducted from your total refund or credit.

Send all Returns to:

PUPSTYLE Returns
RMA Number (include yours here. This is provided on screen and/or via email after submitting your return through the return portal. Please check your junk folder in case the email lands in there)
PO BOX 420
Bayswater
Victoria, 3153
Australia

• *If we do not receive the products you wish to return after 14 days since lodging online, your return request is automatically cancelled and we won't be able to accept your returned parcel.

RETURN TYPES

INSTANT SIZE EXCHANGE

• Choose a new size for the same product instantly
  
• For a $15 flat return fee, we provide a pre-paid return label for all AUS & NZ customers and cover the cost of re-shipping your new size.
• New Exchange Orders are sent immediately. You will only be charged the full product cost if we do not receive your original item within 14 days of lodging your return.
• Not available on personalised products, though can be used to swap Collars with Engraving providing you remove and keep your engraved charm before posting your return back
• We offer a local drop-off option to our Warehouse in Bayswater, Vic for all local customers which can be selected during the process of lodging your return. This option costs $8.95 to cover the re-shipping fee of your new size.
• International Returns are responsible for covering the cost of return shipping back to us and your exchange item is sent once the original is received and verified in new condition.

SWAP & SHOP NOW FOR A DIFFERENT PRODUCT, RETURN LATER

• Choose to swap for any new product instantly
• Your new product is reserved for you straight away
• Shop Now, Return Later orders are sent once your return has been received and verified in brand new condition
• Not available on personalised or engraved products or full matching sets purchased with a 'Bundle & Save' discount
• Customer is responsible for paying an $8.95 fee for your Pre Paid Return Label.

STORE CREDITS

• Get a Store Credit up to 110% value of the original price paid or 100% value for Sale Items
• Valid for up to 3 years from date of issue
• Can be used partly on seperate orders with your remaining balance visible on your Account page if you have a Store Account
• Issued after your return items are received and verified in re-sellable condition
• Not available on personalised products, though can be used to return Collars with Engraving providing you remove and keep your engraved charm before posting your return back. The total Store Credit will be less the original cost of engraving
• We provide a Pre Paid Label for all Aus & NZ Customers for a fee of $8.95. Other international customers are responsible for covering your own return shipping costs.

REFUNDS

• Get a refund up to the price paid for change-of-mind or if an alternative size isn't available
• We provide a Pre Paid Returns Label for $8.95 to all Aus & NZ customers. Other international customers are responsible for covering the costs of return shipping.
• Original shipping costs are non-refundable.
• Issued after your return items are received and verified in re-sellable condition
• A $2.95 restocking fee per item applies to all refunded orders.
• Refunds not available on Sale items, full matching sets bought with the 'Bundle & Save' discount or items bought in-store or at event pop-up-shops
• Not available on personalised products, though the can be used to return Collars with Engraving providing you remove and keep your engraved charm before posting your return back. The total refund will be less the original cost of engraving