© Furry Peeps 2025. All Rights Reserved. ABN 76104297369. Printing Australia’s most awesomest pet products.You got what you ordered, but changed your mind.
Change of mind is different from a faulty-product claim. Personalised and made-to-order products usually cannot be returned or exchanged for change of mind once production has begun.
REFUNDS + RETURNS
Something gone
a bit sideways?
Changed your mind? Spotted a fault? Received the wrong thing? Or has your dog conducted an unauthorised durability experiment? Different situations have different answers, so let’s sort out which little pickle we’re dealing with.
First, don’t send anything back yet.
Contact us before returning a product so we can understand what has happened, give you the correct return instructions and avoid receiving a mysterious parcel with no order number and absolutely no backstory.
🐾 Your Australian Consumer Law rights always apply.
Contact us first
Include your order number
Faults + change of mind are different
Personalised means made for you
Photos help enormously
Consumer rights still apply
The dog eating it is another category
FIRST THINGS FIRST
There are three very different return conversations.
Work out which one sounds like your situation before launching the parcel back into the postal wilderness.
You think the product has a genuine problem.
Contact us with your order number, a description and clear photographs. We’ll assess what happened and provide the remedy required under Australian Consumer Law.
The wrong item arrived or the parcel was damaged.
Tell us as soon as practical and include photographs of the product and packaging. The more useful evidence we have, the less customer-service detective work is required.
Personalised means we made it for you.
Once a personalised or made-to-order product has entered production, we generally cannot put it back on a shelf and sell it to somebody else whose dog happens to share the same name, phone number and questionable birthday outfit.
CHANGE OF MIND
Changed your mind? Timing matters.
If you contact us before production begins, we may be able to change or cancel the order.
Once artwork, printing, sewing, cutting, personalisation or other production has begun, personalised and made-to-order products are generally not eligible for a change-of-mind refund or exchange.
This applies where the product has been correctly supplied as ordered. It does not affect your rights if the product fails to meet an applicable consumer guarantee.
CANCELLATIONS
The earlier you tell us, the more options we have.
Personalised orders can move quickly. Contact us immediately if you notice an error or suddenly realise the cat is not, in fact, called Greg.
01
Before production.
We may be able to change or cancel the order before work has begun. If an accepted cancellation occurs before dispatch, unused postage can be refunded.
02
Production has started.
Changes or cancellation may no longer be possible once artwork, printing or manufacturing has begun because costs have already been incurred specifically for your order.
03
Already dispatched.
We cannot cancel a parcel that has already left us. Used postage is not refundable simply because the customer later changes their mind.
Genuine problem? We want to know.
Mistakes and manufacturing issues are not the same thing as change of mind. Send us enough information to investigate and we’ll deal with the actual problem, not hide behind a “no refunds” sign.
Faulty, damaged or not what you ordered?
Contact us and include your order number, an explanation of the issue and clear photographs showing the product.
Where the issue is delivery damage, photographs of the packaging can also be extremely helpful.
We may need to assess or inspect the product before determining the appropriate remedy.
Genuine manufacturing fault
Incorrect product supplied
Printing error caused by us
Significant delivery damage
Product substantially differs from description
Other consumer-guarantee issue
HOW TO REPORT A PROBLEM
Four steps. No mysterious parcels required.
Please contact us before posting anything back. That lets us identify the order and tell you what happens next.
Contact us.
Use our contact page and tell us what happened. Include the email address used for the order.
Give us the order number.
Order numbers are considerably more useful than “I bought the blue dog thing sometime last month.”
Send useful photos.
Show the complete product plus clear close-ups of the issue. Include packaging photographs for delivery damage.
Wait for instructions.
We’ll tell you whether the item needs to be returned and provide the relevant return details where required.
A SMALL REALITY CHECK
Not every unhappy ending is a manufacturing fault.
We’ll always investigate genuine issues properly. These are examples of situations that are not automatically faults with the product itself.
Customer typo
If you entered Barlkey and we printed Barlkey correctly,
the printer has performed with unfortunate excellence.
Wrong size selected
Choosing the wrong size is different from receiving a size
that does not match what was ordered.
Normal wear
Everyday wear over time is not automatically a manufacturing defect.
Chewing + scratching
Barkley conducting destructive field research is generally
considered pet activity rather than manufacturing.
Incorrect care
Damage caused by washing, heat, chemicals or use contrary to
the care instructions is different from an original fault.
Screen colour differences
Screens and printed materials can display colour differently.
Small normal variations are not automatically printing faults.
PARCEL CAME BACK TO US?
Sometimes the postie returns the favour.
If a parcel is returned because it was unclaimed, refused, undeliverable or addressed incorrectly, carrier return charges and new postage may be payable before we can send it again.
Please check your delivery address carefully at checkout. Personalised products returned by the carrier do not become change-of-mind refundable simply because they completed a round trip of Australia.
If the address error was ours, contact us and we’ll sort it out.
Before checkout:
Check the street number.
Check the suburb.
Check the postcode.
Check that you have not accidentally sent the dog’s new bowl
to the house you lived in three years ago.
Australian Consumer Law still has the final word.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.
Where a product fails to meet an applicable consumer guarantee, the remedy available depends on the nature and seriousness of the problem and may include repair, replacement or refund.
Change-of-mind rules are different from your legal rights where there is a genuine problem with a product.
If a returned product is confirmed to have a problem covered by the consumer guarantees, reasonable return costs paid by the customer will be reimbursed where required.
NEED US?
Tell us what happened. We’ll work out the sensible next step.
Include your order number, explain the problem and send clear photos where they’re relevant. Actual useful information gets things sorted considerably faster than an email containing only “this isn’t right.”