Refunds/Exchanges

Changes or cancellations to order

We want you to feel secure when purchasing with Pets Of The Homeless so please take your time and care when ordering. If you would like to change your order for a different size of the same product or if you wish to cancel your order, you must contact us at shop@petsofthehomeless.org.au within 24 hours of placing the order. Unfortunately, changes or cancellation requests to your order made after 24 hours of order placement will be denied as they will already be picked, packed and ready to be shipped. 

Exchanges (Clothing only)

Not happy with the size? Then return it to us for an exchange. Exchanges are available only if the product/s are unworn, unwashed, unmarked and tags are kept on (if any)

Exchanges must be requested via shop@petsofthehomeless.org.au within 14 days of the product(s) arriving to you. You will be responsible for providing a 500g Parcel Post Satchel for tanks, t-shirts and long sleeve tees or a 1kg Parcel Post Satchel for hoodies for us to ship your exchange back to you. These satchels are to be purchased from Australia Post. If you do not include the required Parcel Post Satchel with your exchange, we will need to charge you for the satchel before we will ship your return. Once the criteria has been met for a return, we will send you a return/exchange authorisation form and you will need to return your item(s) to the supplied address.

Return shipping costs are the responsibility of the customer. We are not responsible for lost return packages, and recommend you track your package. We highly advise that you use a trackable shipping service like Australia Post to return your product(s). We can’t guarantee that we will receive your returned package. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Please allow up to 2 weeks for your exchange to be processed.

Incorrect or damaged order

Although we go to extreme lengths to monitor our quality control, we can occasionally miss a damaged/faulty item. If you believe you have received a faulty or an incorrect item, please email us immediately at shop@petsofthehomeless.org.au with a photo of your damaged or incorrect item(s). If deemed damaged/faulty or incorrect, we will organise for a replacement to be shipped to you ASAP.

If you have received damaged, incorrect or incomplete product(s) it is your responsibility to contact us within 1 week of your order(s) arriving.

If your clothing item is damaged when you wash your garment(s), you will not be entitled to an exchange. Please ensure your wash your garment(s) according to manufacturer's instructions. If your garments are washed according to these instructions, you will not have any problems.

Change of mind

Unfortunately, we do not offer refunds or exchanges for ‘change of mind’ purchases.