Policy
Refund Policy
Returns & Refunds Policy
Last updated: 12 Aug 2026
Every item we make is embroidered to order from your own pet's photo. That means our returns policy works a little differently to a standard clothing store — please read this before you order.
1. Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
If an item has a major problem, you are entitled to choose a refund or a replacement. A major problem includes an item that:
- is significantly different from the proof you approved, or from its description;
- is unsafe;
- is unfit for its normal purpose and can't easily be made fit within a reasonable time; or
- has a problem that would have stopped you buying it had you known about it.
If the problem is minor, we will repair, remake or replace the item within a reasonable time.
You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure of a consumer guarantee.
Nothing in this policy limits, excludes or modifies your rights under the Australian Consumer Law. Where anything in this policy is inconsistent with those rights, your ACL rights apply.
2. How a custom order works
| Stage | What happens |
|---|---|
| 1. Order placed | We receive your pet photo and garment selection. |
| 2. Digitising | Your photo is converted by hand into an embroidery stitch file. This is skilled work done specifically for you and cannot be reused for another customer. |
| 3. Proof sent | We email you a digital proof (a stitch simulation) showing exactly how your embroidery will look. |
| 4. Your approval | You review the proof and either approve it or request changes. Reasonable revisions are included at no extra charge. |
| 5. Production | Once you approve, we stitch and finish your item. |
| 6. Dispatch | Your order ships. |
Nothing is stitched until you approve the proof. The proof is your opportunity to check everything — the artwork, the garment colour, the placement and the size you selected.
3. Cancelling a custom order
Because each item is made specifically for you, cancellation rights depend on how far along your order is:
| When you cancel | What you receive |
|---|---|
| Before digitising has started | Full refund of everything you paid. |
| After digitising has started, before you approve the proof | Refund of everything you paid, less a digitising fee of $50 per design (see below). |
| After you approve the proof | We cannot cancel or refund a change-of-mind request, because production has begun on an item that cannot be resold. Your ACL rights are unaffected. |
The digitising fee
Digitising is a separate piece of work that we pay for the moment it begins. The $50 per design covers that work, which we cannot recover if you cancel. This fee is disclosed on every custom product page and at checkout before you pay.
If your order includes more than one design (for example, two pets, or embroidery on both the front and sleeve), a $50 digitising fee applies to each design that has been digitised.
The digitising fee is never charged where you are entitled to a remedy under the Australian Consumer Law. If we fail to supply what you ordered, or an item is faulty, misdescribed or does not match your approved proof, you receive a full refund with no deduction.
We will also refund you in full, with no digitising fee, if:
- we decide your photo is not suitable for embroidery and we cannot produce an acceptable result;
- we are unable to produce a proof you are happy with after reasonable revisions; or
- we cancel your order for any reason on our end.
4. Change of mind
We do not offer refunds or exchanges for change of mind on custom embroidered items once your proof has been approved. This includes:
- deciding you no longer want the item;
- choosing the wrong size (see section 5);
- choosing a garment colour, embroidery placement or design detail you later dislike, where it matches the proof you approved;
- finding a similar product elsewhere.
Please choose carefully and check your proof closely before approving it.
This applies to change of mind only. It does not affect your right to a remedy where an item fails a consumer guarantee.
5. Sizing
Sizing is the most common reason customers want to return apparel, so please use our size chart before ordering.
Our size chart lists actual measured garment dimensions in centimetres (chest, length, shoulder). Please measure a garment you already own and compare, rather than relying on your usual size label.
If you order a size that does not fit you, that is a change of mind and is not refundable on a custom item. If a garment you receive does not match the measurements published on our size chart, that is a failure of a consumer guarantee and we will remake or refund it at our cost.
6. Faulty, damaged, incorrect or not-as-approved items
Please inspect your order when it arrives. Contact us as soon as you can — ideally within 30 days of delivery, though this is a guide, not a deadline, and does not limit your rights under the Australian Consumer Law.
Contact us at contact@piandpaws.com.au with:
- your order number;
- clear photos of the issue; and
- a short description of the problem.
We will assess it and offer a repair, remake, replacement or refund in line with the ACL. We will tell you the outcome within 3 business days of hearing from you.
Examples of things we will always make right at our expense:
- the embroidery does not match the proof you approved;
- stitching is loose, puckered, misaligned or unfinished;
- the garment has a hole, stain or manufacturing defect;
- you received the wrong item, size or colour to what you ordered;
- the item arrived damaged in transit;
- the garment does not match our published measurements.
You do not need the original packaging or tags to claim a remedy under the Australian Consumer Law. You will need proof of purchase, such as your order confirmation email.
7. Ready-made (non-personalised) items
Items from our ready-made range are not made to order, so we offer a 30-day change-of-mind return in addition to your ACL rights.
To be eligible, the item must be unworn, unwashed, with tags attached and in its original packaging, and you must have proof of purchase. Return postage for change-of-mind returns is at your cost. Refunds are issued to your original payment method.
8. Return shipping costs
- Faulty, incorrect or misdescribed items: we pay. We will email you a prepaid return label, and we will also refund the original delivery charge you paid.
- Change-of-mind returns on ready-made items: you pay return postage.
Please contact us before sending anything back so we can give you the correct return address and, where applicable, a prepaid label. Items posted to us without contacting us first may be delayed while we identify them.
Return address (on request): [INSERT RETURN ADDRESS]
9. Exchanges
Because each custom item is stitched to order, we cannot swap one for another. If you are entitled to a remedy under section 6 and would prefer a different size or garment, contact us and we will do our best to accommodate it.
For ready-made items, the quickest way to exchange is to return the item under section 7 and place a new order.
10. Refunds
Once we have approved a refund, we will process it to your original payment method within 5 business days. Your bank or card issuer may take a few additional days to post it.
If more than 10 business days have passed since we told you your refund was approved and you have not received it, please contact us at contact@piandpaws.com.au.
11. Gift cards
Gift cards are valid for at least 3 years from the date of issue, in accordance with Australian law. We do not refund gift cards for change of mind. Your rights under the Australian Consumer Law are not affected.
12. Orders shipped outside Australia
[If you do not ship internationally, delete this section.]
Consumers in some countries have additional cancellation rights. Where you are entitled to cancellation rights under the law of your country, those rights apply in addition to this policy. Please contact us and we will explain how they apply to your order.
13. Contact us
We would much rather fix a problem than have you unhappy with something you bought for your pet. If anything is not right, email us at contact@piandpaws.com.au and we will sort it out.
This policy should be read together with our Terms of Service. It does not limit your rights under the Australian Consumer Law. For more information about your consumer rights, visit accc.gov.au.