Returns & Refunds

Our returns policy applies for 30 days on most products unless otherwise specified on the individual product page. If 30 days have passed since your purchase, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. Where possible, it should also be returned in its original packaging.

Before returning anything, please contact us first at support@buddiespetshop.com. If there is a sizing issue, damage, or product issue, please include a photo in your email so our team can review the matter with our warehouse.

Once your return request has been reviewed, our team will confirm the next steps and provide the appropriate return instructions where applicable.

If your item is damaged, please send proof of damage to support@buddiespetshop.com before returning anything. Our team will review the issue and, if approved, a replacement will be sent free of charge.

Once your return is received and inspected, we will notify you by email to confirm receipt and advise whether your refund has been approved. If approved, your refund will be processed back to your original payment method within a reasonable number of business days.

If, for any reason, you receive the wrong item, or a damaged item, we will send a replacement correct item free of charge. Please contact Support.

We are not responsible for orders that are undeliverable due to missing, incomplete, or incorrect shipping information. We do our best to avoid errors by verifying shipping details with every customer in the order confirmation.

We are also not responsible for parcels marked as delivered but not received. If your tracking shows delivered and we can verify that the correct address was supplied, please contact us at support@buddiespetshop.com. We will provide the details of your local carrier so you can lodge an enquiry directly.

In some cases, if the carrier does not accept responsibility, we may be able to assist with a replacement. Any costs to reship the parcel will be invoiced to the customer.

In some cases, delivery may take longer than standard shipping estimates. External factors such as customs processing, holidays, weather disruptions, and other international shipping conditions may cause delays that are outside our control.

If your package is taking longer than expected, please contact us and we will do our best to assist.

Please note that we are unable to guarantee shipping times or offer refunds for delays caused by circumstances beyond our control.

As these items are custom made or personalised for you, returns or refunds for change of mind cannot be accepted once order processing has begun.

If it can be confirmed that Buddies Pet Shop made an error based on your submitted requirements, we will replace the item. Please email a photo of the item as received to support@buddiespetshop.com.

In most cases where it can be verified that the fault is on our side, a replacement will be processed without requiring you to return the original item.

Any cancellations or change requests must be submitted within 24 hours of placing your order.

We make every effort to display our product colors as accurately as possible. However, due to differences in screens, digital photography, lighting, and production variations, we cannot guarantee that the color you see on your device will perfectly match the product in person.

Slight variations in color, hue, and tone are normal and unavoidable.

From time to time, Buddies Pet Shop may offer free gifts when certain spend requirements are met. To be eligible, you must click “Claim Gift” and ensure the gift is added to your order at checkout.

Because the gift value must be accounted for and deducted from the order total at the time of purchase, we are unable to manually add free gifts after an order has already been placed if the gift was not claimed during checkout.