Refund policy

Every MADPUPS piece is made with care. If something arrives damaged or isn’t right, please get in touch so we can help.

Change of Mind & Sizing

We do not offer returns or exchanges for change of mind, personal preference or an incorrectly selected size where the product matches its description and the size ordered.

Please measure your pet’s neck carefully and check the product’s measurements and fit guidance before purchasing. If you’re unsure which size to choose, contact us before placing your order.

This does not affect your rights if we send the wrong size or the product does not match its description.

Damaged or Faulty Items

Please inspect your order upon arrival. If an item arrives damaged, please contact us at [info@madpups.co] within 7 days of delivery so we can investigate promptly.

Include:

• Your order number or other proof of purchase
• A brief description of the issue
• Clear photographs of the item and any packaging damage
• An unboxing video, if available

We strongly recommend recording a continuous unboxing video showing the unopened parcel, its packaging and the product. This helps us understand the condition in which your order arrived. However, an unboxing video is not a condition of your statutory rights, and we will consider other reasonable evidence.

The 7-day notification request does not limit your rights regarding faults discovered later or other claims under applicable consumer law.

Returns & Resolution

We may need to assess the item before determining the appropriate remedy. Please contact us before posting it back so we can provide return instructions.

Where a fault is confirmed, we will provide a repair, replacement or refund as required by applicable consumer law. For a major failure under Australian Consumer Law, you may choose a refund or replacement. For a minor fault, we may initially arrange a free repair within a reasonable time.

We will cover reasonable return postage costs for confirmed faulty or incorrectly supplied items. Refunds will be made to the original payment method wherever possible. Your payment provider may require additional processing time.

Wear, Care & Natural Variations

We do not offer returns or replacements for damage caused by chewing, misuse, accidents or failure to follow the product’s care instructions, unless otherwise required by law.

Natural stones and handmade pieces may vary slightly in colour, markings, shape and arrangement, as described on our product pages. These variations are not, by themselves, faults. This does not exclude claims where an item is defective or materially different from its description.

Your Consumer Rights

Nothing in this policy excludes or limits your rights under Australian Consumer Law or any other applicable consumer protection law. These rights apply independently of our store policy, including the notification and evidence requests above.

For assistance, contact [info@madpups.co] with your order details.