Refund policy
We have a 14-day return policy, which means you have 14 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 with tags and in its original packaging. Please understand that due to pet hygiene, we cannot accept pet beds, worn or used items for return. You’ll also need the receipt or proof of purchase. If you received a FREE gift due to the order value, if that FREE gift is not also returned with the package, It will be charged for.
If your item is a custom design, made to order and is not faulty, we can not offer you a full refund if it has been made. If the item is sent back in the original packaging and in the same condition it was sent. We can offer a 40% refund as a goodwill gesture. All items shipped back without the original packaging will incur an extra $5.00 restocking fee.
If you have ordered the incorrect collar size or product and are requesting a return and refund, we charge a 30% restocking fee for covering fulfillment costs, and initial subsidised postage costs and refund the balance of the product in 2 business days. Please note that items returned may not always qualify for a refund.
If you're requesting an exchange, Friendly Mascots will need to raise a postage charge to cover the Australia Post Tracking charge. The exchange postage charge will be $7.50 AUD for standard or $12.50 AUD for express.
To start a return, you can contact us at hello@friendlymascots.com If your return is accepted, we will provide you with an address to ship the items back to as some of our items will be shipped from our other warehouses. 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@friendlymascots.com
Damages 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, so that we can evaluate the issue and make it right. If you received a damaged shipment or product, please email photos of the damaged item to hello@friendlymascots.com, please include your invoice number and name, and we will work with you to resolve the issue. If the product has been damaged due to misuse we cannot offer a refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Misused items
Nothing is indestructible, If you received something in perfect condition and have misused and damaged it we will not offer you a refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. The customer is required to pay for the shipping.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you're requesting a refund and your item has/was already been fulfilled, we charge a 30% restocking fee for the total of the order.
Order Cancellations Policy.
We understand that sometimes orders need to be cancelled — and we’re here to help! If your order hasn’t been processed yet, you can cancel it anytime for a full refund.
Once your order has been processed or packed, a 5% cancellation fee will apply. This helps cover payment processing fees, packaging, and admin time spent preparing your order.
Please note: Custom or personalised items may not be eligible for cancellation once production has started.
Refunds (less the 5% fee) will be issued to your original payment method.