Return & Exchange Policy
Last Updated: 3 January 2025
Thank you for shopping with Indi Pups, where every pet accessory is handmade with love and care. We value your satisfaction and are committed to transparency and fairness in all transactions. This policy outlines your rights and responsibilities when purchasing from us, both online and in person at markets, and aligns with the Australian Consumer Law (ACL).
1. Refunds (Online & In-Person)
We gladly comply with all obligations under the Australian Consumer Law. You are entitled to a refund, repair, or replacement if the product:
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Is faulty, damaged, or defective
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Does not match the description or sample
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Is not fit for its intended purpose
Refunds are not available for:
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Change of mind
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Incorrect sizing (unless the item is unworn and eligible for exchange)
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Items damaged through misuse or general wear and tear
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Jackets that are worn or soiled with pet urine or feces
2. Jacket Return Policy
For hygiene and safety reasons, jackets are non-refundable if:
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They have been worn
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They are soiled with pet waste (urine or feces)
Jackets can be returned for a store credit only if:
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They are unworn, clean, and in original condition
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You provide proof of purchase
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You contact us within 14 days of purchase
3. Exchanges (Online Orders Only)
While we do not offer direct item-for-item exchanges, eligible items may be returned for a store credit, less a postage fee:
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$12 for Standard Shipping
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$14.50 for Express Shipping
Final Sale Items (No Exchange or Return):
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Bandanas
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Bowties
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Sailor Bows
4. Exchange Process (Online Orders)
To initiate an exchange for store credit:
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Email us at admin@indipups.com.au within 7 days of receiving your order
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Return the item unused, in original packaging with tags attached
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Include the completed returns form (available with your order or online)
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Use a tracked postage service at your own expense
Please allow 2–7 business days for processing once received. Store credits will be emailed and are valid for 12 months, redeemable online only.
5. Items Purchased at Markets
If you purchased from us at a market, the following policy applies:
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You must email us or return the item at our next market within 14 days of purchase
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The item must be unworn, in original condition, and have proof of purchase
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Eligible returns will be issued a store credit, sent via email and valid online only
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Refunds are not provided for market purchases unless the item is faulty under ACL
Card Fees at Markets
All purchases made at markets via card incur a 1.6% card processing fee.
This fee is non-refundable and will not be included in any store credit or reimbursement.
6. Lost Return Parcels
We are not responsible for parcels lost during return transit. Please use a tracked and secure shipping method to ensure safe delivery.
7. Contact Us
For returns, exchanges, or any questions:
Thank you for supporting Indi Pups – proudly handmade pet accessories with heart. 🐾