Refund policy

The following outlines our returns, exchange, and refund policy. By processing your payment with Pixie Pets Boutique, you are accepting the following terms and conditions of your purchase regarding shipping and any returns of your purchase. Please note that refunds will strictly only be provided for items assessed and deemed as faulty. A store credit or exchange will be offered in all other circumstances. 

All return policies issued by Pixie Pets Boutique abide by and are in line with the Australian Consumer Law (ACL). 

We hope that you love your Pixie Pets Boutique purchase; however, if you're unhappy with your purchase, we will provide you with a store credit so that you can find an alternative size or product. 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, no pulled threads, not soiled or damaged, or absorbed dog smells, have its original tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refund due to damages and issues 
To start a return due to damages or issues, you can contact us at hello@pixiepets.com.au If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refund due to change of mind or change of sizing 
To start a return due to change of mind or change of sizing, you can contact us at hello@pixiepets.com.au Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@pixiepets.com.au.

Delivery and shipping costs are non-refundable 
If an item is to be returned, the return shipping cost will be at the customer's expense (unless the reason for return is due to a faulty/damaged product). If you mark the return "Return to sender' our Australia post account will be charged a return fee. This fee will be at the buyer's expense. We recommend you send the parcel back with a trackable service as we are unable to guarantee that we will receive the parcel back and do not take any responsibility for lost items in transit. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellation of Orders 
Pixie Pets Boutique may cancel if for any reason we are unable to provide you with the products subject to your order. Our team will contact you should this occur. 

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct of consequential) or for any loss of time or inconvenience, which may result from such cancellation. 

Once your order has been placed, we do not cancel/refund orders. If you need to make changes to your order, contact us as soon as possible and we'll see what we can do before your order has been dispatched.