At Pethaus, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your gear, we aim to resolve it for you quickly and efficiently. Please read our returns policy carefully to understand how to return or exchange your items.
Returns and Exchanges
You can return your items within 30 days of receiving them. Please note that personalized items can only be accepted if they are faulty. If you wish to return a personalized item due to a fault, please email us to discuss the issue. Once we receive your returned items in their original condition, we will issue you a store credit code. This credit can be used at our checkout to repurchase the correct size or a different item of the same value.
Gift sets or bundles are eligible for returns. However, customized or personalized products cannot be returned unless they are faulty. Items explicitly listed as “final sale” in the product description are also non-returnable.
Before sending back any garments, please ensure they are completely free from any pet hair. Items returned with hair or that smell of washing will be considered worn and will not be eligible for exchange or refund. Such items may incur a dry-cleaning fee or be rejected.
Please be aware that you will be responsible for the return shipping costs. To process a return, you will need your order number and the email address associated with your order. Upon receiving your return, we will email you a store credit for the returned item(s).
Our returns are processed once a week, typically on Fridays. We recommend using a tracked shipping method for your return, as Pethaus is not responsible for third-party damage or loss during transit.
Faulty Goods and Refunds
In the unfortunate event that your goods are faulty, please contact us immediately to arrange a repair, exchange, or credit using our returns form. We are committed to rectifying any issues. Refunds can only be processed back to the original method of payment, such as the card used, PayPal, or a gift card. We do not offer refunds for change of mind, but we are happy to provide store credit or an exchange.
Order Edits and Cancellations
We are happy to assist with editing or adjusting your order, including sizes, colors, or personalization, provided it has not already been shipped. Please reach out to us via our chat box or email us at hello@pethaus.com.au.
Orders may be cancelled within 8 hours of purchase, unless they have already been shipped. A processing fee of 20% of the order total (excluding shipping), up to a maximum of $20, will be applied to cancelled orders. This fee covers the costs associated with order printing, picking, packing, restocking, repacking, and potential loss of sales.
Australian Consumer Law Compliance
Pethaus fully complies with the Australian Consumer Law (ACL) and the consumer guarantees it provides. If you believe an item you purchased is faulty, please contact us as soon as possible with details of the issue. The item must be returned to Pethaus for inspection to assess any claim. Pethaus will not accept an item as faulty until it has been physically assessed. Upon receipt, we will inspect the item to determine if a fault exists and if it fails to meet an ACL consumer guarantee.
Our apparel is printed using Direct-to-Film (DTF) technology. Minor variations, such as printing over seams, natural fabric or print texture variations, slight cracking or wear consistent with use, or issues arising from improper washing or care, are not automatically considered faults and may require assessment. Where a fault is confirmed, Pethaus will provide an appropriate remedy as required by Australian Consumer Law, which may include repair or replacement. Refunds are issued only when mandated by law.
Personalized and custom-made items are produced to your specific requirements, and change-of-mind returns are not accepted for these items. However, consumer guarantees under Australian Consumer Law still apply in cases of genuine faults.
Orders can only be cancelled within 8 hours of purchase. After this timeframe, orders cannot be cancelled once processing has begun. If an order has not yet shipped, Pethaus may, at its discretion, assist with size or color changes or adding items, subject to availability.
Personalized orders can only be edited or cancelled within 8 hours of purchase and cannot be modified once production has commenced, except where required by Australian Consumer Law.
Returned items must be received within 30 days of purchase. Upon receipt, Pethaus will assess the item and respond within 7 business days.
This policy does not exclude, restrict, or modify any rights available to you under Australian Consumer Law.
