Refund policy
At Puptimist, we want you to be happy with your order.
This Returns and Refund Policy applies to purchases made through puptimist.com. It is in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.
Puptimist is owned and operated by HARBOURLEAF PTY LTD.
ABN: 29 698 686 154
For customer support, please contact us at: puptimist@gmail.com
Change of mind returns
We offer a 30-day change-of-mind return policy.
This means you have 30 days from the date your order is delivered to request a return if you change your mind.
To be eligible for a change-of-mind return, the item must be:
- unused
- in the same condition that you received it
- in its original packaging
- returned with proof of purchase
For hygiene and quality reasons, we cannot accept change-of-mind returns for items that have been used on pets, clothing, furniture, bedding, car seats, or other surfaces.
To request a return, please contact us at: puptimist@gmail.com
Please include your order number, full name, and reason for return.
Once your request has been reviewed, we will email you the return instructions.
For change-of-mind returns, the customer is responsible for return postage costs.
Faulty, damaged, or incorrect items
Please check your order when it arrives.
If your item is faulty, damaged, not as described, or you received the wrong item, please contact us as soon as possible at: puptimist@gmail.com
Please include:
- your order number
- your full name
- a short description of the issue
- clear photos or videos showing the problem, where possible
We may need to assess the item before providing a remedy.
If the item has a problem covered by Australian Consumer Law, we will provide an appropriate remedy. Depending on the issue, this may include a repair, replacement, refund, or another solution required by law.
If we confirm that the item has a fault or problem covered by Australian Consumer Law, we will cover reasonable return postage costs where required by law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
When a return or refund may not be available
A return or refund may not be available if:
- you simply change your mind and the item has been used
- the item is not in its original condition
- the item has been damaged due to misuse, neglect, or incorrect care
- the issue was caused by normal wear and tear
- the return request does not meet the change-of-mind return conditions above
This does not affect any rights you may have under Australian Consumer Law.
Sale items
Sale items are not excluded from your rights under Australian Consumer Law.
For change-of-mind returns, sale items may only be returned if they meet the change-of-mind return conditions listed in this policy.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, you can request a return if eligible and place a new order separately.
Refunds
Once we receive and assess your return, we will let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Please allow up to 10 business days for the refund to be processed. Your bank or payment provider may take additional time to show the refund in your account.
If more than 15 business days have passed since your refund was approved, please contact us at: puptimist@gmail.com
How to request a return
To request a return, please email us at: puptimist@gmail.com
Please include your order number, full name, and reason for return.
Once your request has been reviewed, we will email you the return instructions.