Exchanges & Warranty Returns Policy

Exchanges & Warranty Returns Policy

Sometimes things are just not right we get it. While the Consumer Guarantees Act underpins our returns policy, we like to go a bit further (and faster) than that.

If you're not 100% completely satisfied with your purchase, and change your mind, we will happily accept most returns (see terms below) and provide you with one of the following options: an exchange or a credit note. 

All change of mind returns, and exchanges are to be made within 10 working days.

  • Sale items & clearance cannot be returned for a refund.
  • Sample, and recycled stock sales are final, and cannot be returned.
  • We also cannot accept returns or exchanges on underwear, face-masks, socks, electronics, climbing or safety products.
  • all items must be returned as new and in original intact packaging. 

This is in line with the Consumer Guarantees Act (CGA)

Exchanges or Returns

For exchanges or returns head to and follow the online instructions to ensure your exchange or return is processed as quickly as possible.

    • Items are unused and in the original packaging.
    • Product is to be in the same condition as you received it in with all tags attached.
    • Dog products must be free of dog hair.
    • You are responsible for paying for your own shipping costs for returning items.
Please note: We can not exchange dirty, hairy or smelly dog gear. Please try on with care. We suggest trying boots on inside with a thin sock prior to taking outside. Thanks!

Shipping on Returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Warranty Items

If you have bought an item off us and it is faulty, please email the customer services team on, telling us what the problem is, ideally with pictures so we can see the fault, and we will arrange to get the item shipped back to us and sort a remedy as per the Consumer Guarantees Act (CGA).

Please note: All warranty items must be returned clean and dirt-free. Wash it, clean it, and make it smelly-free so we can best get a solution for you. Otherwise, your items may be sent back to you, or a cleaning fee may apply - which may slow down the warranty process.

Turnaround time can vary depending on the time of year, product and complexity of the issue. In most instances any work should be completed and back to you within a few weeks depending on the supplier and situation.

Can't See Your Credit note or Refund Yet?

If you have not yet received your credit note, please check your email junk folder, then contact us directly if required.

If you are expecting a refund, and haven’t received it yet, first please check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


Once an order has been processed it cannot be cancelled.

Accuracy of Product Description

We do our best to ensure the product descriptions are correct and current, however from time to time the due to product updates and inputting errors things might not be completely correct.

If you spot something that's not right on the website, please let us know and we'll get it fixed pronto.


Need Help Still?

If you have any questions regarding your product, please contact the customer services team on or direct on 03 338 1780.