Refund policy
We want you and your pet to love your FIDUS pieces. If something isn't right, here's how returns and refunds work.
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged, or not what you ordered, please email us at info@fiduspet.au within 7 days of delivery with your order number and a photo of the issue. Once confirmed, we'll offer a repair, replacement, or refund, and we'll cover the cost of return postage.
Change of mind
We're happy to accept change-of-mind returns within 14 days of delivery, provided the item is:
- unused, unworn and in its original condition, and
- returned in its original packaging with all parts included.
For hygiene and safety reasons, we can't accept change-of-mind returns on items that have been worn by a pet.
Change-of-mind return postage is paid by the customer, and original shipping costs are non-refundable. We recommend using a tracked service, as we can't be responsible for returns lost in transit.
Items that can't be returned for change of mind
- Made-to-order items, including L and XL DIY collars, which are made specifically for your order.
- Worn or used items, including collars, leashes and charms that show signs of wear.
- Sale items marked as final sale.
This doesn't affect your rights if an item is faulty.
Wrong size
Please check our sizing guide before ordering. If an unworn S or M collar doesn't fit, contact us within 14 days of delivery and we'll arrange an exchange for a different size (subject to stock). Return postage for size exchanges is paid by the customer.
Sets and discounted bundles
If you bought a collar and charms together with a set saving, returning part of the set means the set saving no longer applies. We'll refund the returned items at the price you paid, less the set saving that was applied to the items you keep.
Orders shipped overseas (New Zealand and Asia)
Our returns policy applies to international orders too, with a few differences:
- Change-of-mind returns and size exchanges: return postage to Australia is paid by the customer. For size exchanges, international shipping on the replacement item is also paid by the customer.
- Faulty, damaged or incorrect items: please send us a photo and proof of the fault first. Once we've approved the return, we'll cover the cost of return postage.
- Original international shipping is non-refundable, unless the item was faulty or we sent the wrong item.
- Import duties, taxes and customs fees charged in your country are your responsibility and can't be refunded by FIDUS.
- Please use a tracked postal service and mark the parcel as "returned goods" so it isn't charged import tax on arrival in Australia. We can't be responsible for returns lost in transit.
How to start a return
- Email info@fiduspet.au with your order number and the item(s) you'd like to return.
- We'll reply with return instructions and our return address.
- Please don't send items back without contacting us first, as unannounced returns may not be accepted.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank, it may take a few extra days to appear.
Contact
Questions about returns? Email info@fiduspet.au