Return & Refund Policy

Last updated: 7 March 2026

At Dogsy & Co (Cazner Pty Ltd, ABN 39 648 003 570), we take pride in creating fun, high-quality products that bring smiles to our customers. Because many of our products are custom-made or personalised, please read our return policy carefully before ordering.

Your Rights Under Australian Consumer Law

Nothing in this policy is intended to limit your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Under Australian Consumer Law, you are entitled to a replacement or refund for a product that has a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if the product fails to be of acceptable quality and the failure does not amount to a major failure.

The consumer guarantees apply regardless of any other warranty or policy we may offer. If you believe a product does not meet a consumer guarantee, please contact us.

Product Return Summary

1. Custom Artwork & Custom Candles

Custom artwork and custom candles are non-refundable.

Each custom piece is created based on the photos and details you provide, and is made especially for you. Once your order has been placed and production has started, we cannot accept cancellations, changes, or returns.

Digital download files for custom artwork are also non-refundable once the file has been sent or downloaded.

If your custom artwork or candle arrives damaged in transit, please contact us within 7 days with photos of the damage and we will arrange a replacement at no additional cost.

2. QR Smart Pet ID Tags

QR Smart Pet ID Tags are a physical product. The purchase price covers the physical tag only.

Returns and refunds for QR Smart Pet ID Tags are available only in the following circumstances:

• The physical tag arrives damaged, defective, or significantly different from its product description;
• The printed QR code is not scannable due to a manufacturing defect (e.g., misprinted, blurred, or missing);
• The tag has a manufacturing defect in materials or workmanship.

The following are NOT grounds for a return or refund:

• Changes to, outages of, or discontinuation of any online or digital features associated with the QR code;
• Pet profile pages being temporarily or permanently unavailable;
• Scan notifications or email alerts not being delivered;
• Location sharing features not functioning;
• Any issue relating to the QR Functionality, which is a complimentary feature provided free of charge and is not part of the purchase price;
• Normal wear and tear, fading, or scratching of the physical tag;
• Damage caused by pets (chewing, scratching, etc.);
• Damage caused by misuse, chemicals, or environmental exposure.

For full details regarding the QR Smart Pet ID Tag, including limitations of liability, please refer to our QR Smart Pet ID Tag Terms of Service.

3. Ready-Made Products (Non-Custom)

For non-custom, ready-made products — including T-shirts, bags, totes, fleeces, non-custom candles, and prints — we offer returns only if the product:

• Arrives damaged or defective;
• Is significantly different from the product description or images on our website; or
• Fails to meet a consumer guarantee under Australian Consumer Law.

To be eligible for a return on a non-custom item:

• You must contact us within 14 days of receiving your order;
• The item must be unused and in the same condition you received it;
• The item must be in its original packaging (where applicable).

We do not accept returns for change of mind, incorrect sizing choices, or if the colour appears slightly different on screen compared to in person (due to monitor/device settings).

4. Digital Downloads

All digital download products are non-refundable once the file has been sent or accessed. Due to the nature of digital products, we cannot verify whether a file has been copied, saved, or used after delivery.

5. How to Request a Return

To request a return or report a problem with your order, please email us at hello@dogsyandco.com with the following information:

• Your order number;
• The product(s) you are requesting a return for;
• A description of the issue;
• Photos of the damage or defect (if applicable).

We will respond within 2-3 business days and provide instructions on how to proceed.

6. Return Shipping

If your return is approved:

• Damaged or defective items: We will cover the cost of return shipping or arrange a prepaid return label.
• All other approved returns: Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be responsible for items lost in return transit.

Items should be returned to the address provided in our return instructions. Do not send returns without first contacting us, as returns sent without prior authorisation may not be accepted.

7. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your original payment method within 5-10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.

Refunds are issued to the original payment method used at checkout. We cannot issue refunds to a different payment method, bank account, or third party.

8. Exchanges

We do not offer direct exchanges. If you need a different product, please return the original item (if eligible) and place a new order.

9. Damaged or Lost in Transit

If your order arrives damaged or appears to be lost in transit:

• Damaged in transit: Please contact us within 7 days of delivery with photos of the damaged product and packaging. We will arrange a replacement or refund at no additional cost to you.
• Lost in transit: If your order has not arrived within a reasonable time after the estimated delivery date, please contact us. We will investigate with the shipping carrier and, where appropriate, arrange a replacement or refund.

10. Sale Items & Promotional Offers

Items purchased on sale or with a promotional discount are subject to the same return conditions as full-price items. Refunds for sale items will be issued at the price paid, not the original listed price.

11. Contact Us

For any questions about our Return & Refund Policy, please contact us:

Cazner Pty Ltd trading as Dogsy & Co
Email: hello@dogsyandco.com
Website: www.dogsyandco.com