Refund policy

We have a 30-day return policy for standard items, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@remipaw.com. Please note that returns must be pre-approved. Once your return request is accepted, we will email you a return shipping label as well as the specific return address and shipping instructions. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@remipaw.com.

Damages, Defects, and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item (e.g., incorrect engraving or sizing error on our part), so that we can evaluate the issue and make it right with a replacement or full refund in accordance with Australian Consumer Law.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned for change of mind:
• Custom Products: Personalised or custom-engraved items (such as custom pet tags, lockets, and custom memorial boxes) cannot be returned or refunded for change of mind once production has commenced.
• Sale & Clearance Items: We do not accept change-of-mind returns on sale items or gift cards.

(Note: Under Australian Consumer Law, statutory guarantees still apply to custom and sale items if they arrive damaged, defective, or faulty.)

Exchanges
The fastest way to ensure you get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.