Return Policy

Last updated: May 2026

Our Commitment

At Pupijoy we want every dog owner to be completely happy with their purchase. If something isn't right we will do everything we can to make it right. This policy is designed to be fair, transparent, and compliant with Australian Consumer Law.

30-Day Return Window

We accept returns within 30 days of the delivery date. To be eligible for a return your item must be:

In its original condition — unused and undamaged
In the original packaging where possible
Accompanied by proof of purchase (your order confirmation email)

Items that are damaged due to misuse, normal wear and tear, or that have been used and are not faulty are not eligible for a change-of-mind return.

Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, you are entitled to a full refund or replacement under Australian Consumer Law. Please contact us at hello@pupijoy.com within 7 days of receiving your order and include:

Your order number
A clear description of the issue
Photos or video showing the fault or damage

We will assess your claim and respond within 2 business days with a resolution.

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery. The item must be unused, in its original condition, and in original packaging. Return shipping costs for change-of-mind returns are the responsibility of the customer. Once we receive and inspect the returned item we will process your refund within 5 business days.

How to Start a Return

To initiate a return please follow these steps:

Email us at hello@pupijoy.com with your order number and reason for return
We will respond within 2 business days with return instructions
Pack the item securely and send it to the address provided
Share your return tracking number with us so we can monitor the shipment

Please do not send items back without contacting us first — unauthorised returns may not be processed.

Refunds

Once your return is received and inspected we will notify you by email. If approved, your refund will be processed to your original payment method within 5 to 10 business days. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

Credit and debit card refunds — 5 to 10 business days
PayPal refunds — 3 to 5 business days
Afterpay refunds — 5 to 10 business days (remaining instalments will be cancelled)
Non-Returnable Items

The following items cannot be returned unless faulty:

Items returned after the 30-day return window
Items that have been used, washed, or show signs of wear
Items returned without prior authorisation from Pupijoy
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. Nothing in this policy limits or excludes your rights under Australian Consumer Law.

Contact Us

For any returns or refund enquiries please contact us at info@pupijoy.com. We aim to respond to all enquiries within 24 hours Monday to Friday. We are committed to resolving every issue quickly and fairly.