Returns

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

pupstyle-returns-exchangesIf, 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: If you selected an Exchange, your return is not finalised until the Re-Shipping fee has been paid. When you click 'Submit' in the Returns Portal, you will be sent an email with a link to pay the re-shipping fee. 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.
  • If your products fit, we have found the cheapest option to return your parcel to us in an Australia Post A5 Rigid Mailer. If using this option, open your collars flat to avoid them being squished in transit.

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 store 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 4 weeks 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
  • Your new size is reserved for you after the re-shipping fee has been paid
  • New Exchange Orders are sent once your return has been received and verified in re-sellable condition
  • 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
  • Return shipping is at your expense. See above for tips on how to keep this cost low. We do offer a local drop-off option to our Warehouse in Bayswater, Vic for all returns which can be selected during the process of lodging your return.
INSTANT RETURN - SHOP NOW, 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 re-sellable condition
  • Not available on personalised or engraved products or full matching sets purchased with a 'Bundle & Save' discount
  • Return shipping is at your expense. See above for tips on how to keep this cost low. We do offer a local drop-off option to our Warehouse in Bayswater, Vic for all returns which can be selected during the process of lodging your return.
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
  • Return shipping is at your expense. See above for tips on how to keep this cost low. 
REFUNDS
  • Get a full refund equal to the price paid for change-of-mind or if an alternative size isn't available
  • Original shipping costs are non-refundable and return shipping is at your expense. If you received free shipping on your original order and choose to return your entire order for a refund, the shipping cost already paid by PUPSTYLE will be deducted from the total refund value
  • Issued after your return items are received and verified in re-sellable condition
  • A 10% restocking fee will apply to any items that require cleaning or any part of the packaging is missing before restocking. This applies to any items sent back with fur on the product or where swing tags have been cut off. Items with dirt or scratches are considered not in brand new condition and will not be accepted.
  • 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

RETURNS ON SALE ITEMS

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Items purchased from our Sale Section are eligible for a 100% Store Credit return only and do not qualify for Refunds. Items purchased as part of a promotional sale period will be listed above as part of those sale Terms.

RETURNS ON PERSONALISED ITEMS

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If you purchased a Collar with engraving, you are eligible for a Refund, Store Credit or Size Exchange on the base price of the product only (this is the price you paid, less the cost of engraving). Any other personalised items do not qualify for a return.

RETURNS ON BEDS

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The Modern Dream Bed qualifies for a Refund or Store Credit, providing it is returned back to us within 7 days of placing your order. Due to the nature of our products needing to be returned in unused condition, returns are only accepted on beds within a shorter space of time to allow for customers who have got the wrong size or changed their mind. 

RETURNS ON BOWLS

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Due to hygiene laws and the risk of contamination with certain pet foods, we cannot accept returns on bowls. Please be sure of your choice before purchasing bowls.

YOU RECEIVED THE WRONG ITEMS

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Whoops! Some of us have hairy paws and sometimes we can accidentally put the wrong items into your parcel. We’re sorry! Please contact us at orders@pupstylestore.com to discuss the returns process before returning to us. We will happily cover all shipping costs if we made a mistake.

FAULTY OR DAMAGED ITEMS

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We thoroughly check all items before they’re sent out to you but if, however, you believe your item is faulty or damaged, please lodge a Return Request via our Returns Portal with photos and a description of the fault. We will happily cover all shipping costs if an item is deemed faulty by PUPSTYLE.

RETURNS FOR IN-STORE OR POP-UP SHOP PURCHASES

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Items purchased in store or at a pop-up-shop event qualify for Exchanges, Shop Now Return Later or Store Credits and are not eligible for refunds. To lodge a return request, please use your Order Number and Email Address that your receipt was sent to.