Refund policy

RETURN & REFUND POLICY

Last updated: August 2026

At Petpop, we want you to love what you receive. Please read our return and refund policy carefully before placing an order.

1. Personalised and Made-to-Order Items

Many Petpop products are personalised or made specifically for you using the photos, names, colours, or other information you provide.

Because these items are custom-made, we generally cannot accept returns, exchanges, or cancellations for change of mind once production has started.

Please make sure that:
- your uploaded photo is clear and suitable for production;
- your pet’s name is spelled correctly;
- your selected colour, size, style, and other options are correct before placing your order.

2. Damaged, Faulty or Incorrect Items

If your item arrives damaged, defective, materially different from what you ordered, or we made an error with your personalised details, please contact us as soon as possible.

Please include:
- your order number;
- a description of the issue;
- clear photos of the item and packaging.

Where appropriate, we may offer a replacement, repair, refund, or other remedy.

3. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

You may be entitled to a remedy if goods are faulty, unsafe, not of acceptable quality, or do not match their description.

4. Change of Mind

For non-personalised products, we may accept change-of-mind returns within 14 days of delivery, provided that the item is unused, unworn, undamaged, and returned in its original condition and packaging.

Customers are responsible for return shipping costs for approved change-of-mind returns unless otherwise agreed.

Original shipping charges are generally non-refundable for change-of-mind returns.

5. Cancellations

If you need to cancel or change a personalised order, please contact us as soon as possible.

We will do our best to help, but once production has started, changes or cancellations may no longer be possible.

6. Refund Processing

Approved refunds will be issued to the original payment method.

Processing times may vary depending on your bank or payment provider.

7. Contact Us

If you have any questions about a return, refund, or order issue, please contact us at:

hellopetpop@gmail.com