Absolutely! Here's the revised Exchange & Return Policy, updated to reflect a 30-day exchange period consistently:
EXCHANGE & RETURN POLICY
At Indi Pups, we pride ourselves on creating high-quality, handmade items. Due to the nature of being a small business with most products made to order, refunds are not accepted. However, your rights under the Australian Consumer Law (ACL) are protected. If your item is faulty, damaged, or not as described, you may be entitled to a remedy such as a repair, replacement, or refund in accordance with the law. If you believe your item is faulty, please contact us at admin@indipups.com.au to arrange a suitable resolution.
If you have purchased the incorrect size, we offer exchanges in the form of store credit only. We do not offer direct exchanges or exchanges for change-of-mind purchases.
Please note:
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Bandanas, bowties, sailor bows, and any personalised items are not eligible for return or exchange.
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All items must be returned in original, unused condition with tags attached.
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Exchange requests must be made within 30 days of the original purchase date.
Returning Your Item
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It is the customer’s responsibility to return items to us.
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Shipping costs for change-of-size exchanges are not covered by us.
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If the item is being returned due to a fault or damage, we will cover the return shipping costs.
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We recommend using a trackable postage service, as we are not responsible for parcels lost in transit.
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Please include the exchange form that came with your order. If you did not receive one, email us and we’ll send it to you.
Once your return is received, please allow 3–5 business days for your store credit to be processed. Your store credit will not expire, and may be used to purchase a different item or correct size.
For more details, please refer to our Refund Policy page or contact us directly with any questions.
IMPORTANT NOTICE ON PET SAFETY
All accessories and wearable items must be worn under supervision at all times.
This includes:
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Harnesses
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Bandanas
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Sailor bows
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Jackets
Do not leave pets unattended while wearing any of these items. Always remove accessories during unsupervised time or rest periods to prevent risk of injury.
CARE INSTRUCTIONS
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Bandanas: Machine washable; hand washing recommended. Trim loose threads when dry.
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Embellished or personalised bandanas: Hand wash only.
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Dog jackets: Machine washable. Use a cool iron on the plain reverse side only. Do not iron water-repellent jackets.
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Indi Pups harnesses: Machine washable inside a garment bag to protect buckles and Velcro.
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Bowties, sailor bows, collars, and leads: Spot clean or cold hand wash only. Avoid exposing hardware to detergents, perfumes, moisturisers, or sunscreen to prevent tarnishing.
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Dog Mum & Dog Dad apparel: Machine washable. Embroidery is made to last. Avoid tumble drying if possible.
ADDITIONAL SAFETY REMINDERS
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Always supervise your dog while wearing items from our walkwear or wear ranges.
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Do not expose any products to open or naked flames.
Thank you for supporting our small business and for understanding our policies. If you have any further questions, please email us at admin@indi.pups.com.au