Returns & Refund Policy

Last updated: 27 September 2026

At Sutton Hide, each order is prepared with care. Many of our products, including personalised collars, are customised specifically for your pet. Please read this Returns & Refund Policy before placing your order.

1. Personalised Products

Products that have been personalised, engraved or otherwise customised specifically for you cannot be returned, exchanged or refunded due to:

• change of mind;

• ordering the wrong size;

• selecting the wrong colour;

• entering an incorrect name, phone number or other personalised information;

• no longer wanting the product after it has been produced;

• purchasing the wrong item.

Please carefully check all personalisation details and sizing information before submitting your order.

Once production or engraving has started, personalised details generally cannot be changed or cancelled.

This does not affect any rights you may have under the Australian Consumer Law if your product is faulty, damaged, materially different from what was ordered or otherwise fails to meet applicable consumer guarantees.

2. Change of Mind

Sutton Hide does not generally offer refunds or exchanges for change of mind.

For non-personalised products, we may choose to accept a return at our discretion if:

• you contact us within 14 days of delivery;

• the item is unused, unworn and in its original condition;

• all original packaging and accessories are included;

• proof of purchase is provided.

Any approved change-of-mind return must be authorised by Sutton Hide before being sent back.

Customers are responsible for return shipping costs for approved change-of-mind returns.

Original shipping charges are not refundable unless required by law.

3. Incorrect Size

Customers are responsible for selecting the correct size before ordering.

Please measure your dog's neck according to the sizing instructions provided on the product page.

For personalised or engraved products, we cannot normally offer a refund or exchange if the incorrect size was ordered.

If Sutton Hide sent you a size different from the size shown on your order confirmation, please contact us and we will arrange an appropriate remedy.

4. Incorrect Personalisation

Please check the spelling of your pet's name, phone number and any other personalisation details carefully before completing your order.

We cannot offer a refund or replacement where the product was engraved correctly according to the information submitted by the customer.

If Sutton Hide makes an engraving or personalisation error, please contact us with clear photographs of the product and your order details.

Where we confirm that the error was made by Sutton Hide, we will provide an appropriate remedy, which may include replacement or refund.

5. Damaged, Faulty or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us if your item:

• arrives damaged;

• is defective;

• contains a manufacturing fault;

• is materially different from the product you ordered;

• has incorrect personalisation caused by Sutton Hide;

• is missing an item;

• is the wrong product, size or colour due to an error by Sutton Hide.

Please include:

• your full name;

• your order number;

• a description of the issue;

• clear photographs or video showing the problem;

• photographs of the packaging where relevant.

We may need to inspect or assess the product before confirming the appropriate remedy.

6. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose between a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.

If the problem is minor, we may choose to repair, replace or otherwise rectify the problem within a reasonable time.

Nothing in this Returns & Refund Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

7. Normal Wear and Tear

Refunds or replacements will generally not be available where damage results from:

• normal wear and tear;

• chewing, scratching or biting;

• misuse;

• incorrect use;

• improper storage;

• failure to follow care instructions;

• accidental damage;

• exposure to conditions beyond the intended use of the product;

• modifications made by the customer or another person.

Each claim will be assessed based on the circumstances and applicable consumer law.

8. Return Authorisation

Please do not return a product without contacting Sutton Hide first.

Returns sent without prior approval may cause delays in processing.

Once your return has been approved, we will provide return instructions and, where appropriate, a return address.

9. Return Shipping

If a return is required because the product is confirmed to be faulty, defective, incorrect or otherwise covered by the Australian Consumer Law, Sutton Hide will meet reasonable return costs where required by law.

For discretionary change-of-mind returns, the customer is responsible for return shipping.

We recommend using a tracked shipping service for any return.

Sutton Hide is not responsible for return parcels that are lost before reaching us where the return postage was arranged by the customer.

10. Refunds

Once an approved returned item has been received and assessed, we will notify you of the outcome.

Where a refund is approved, it will normally be issued to the original payment method.

Processing times may vary depending on your bank, payment provider or card issuer.

Shipping fees may only be refunded where required by applicable law or where the return resulted from an error by Sutton Hide.

11. Order Cancellations

Orders may only be cancelled before processing, engraving, personalisation or fulfilment has begun.

Because personalised products may enter production shortly after an order is placed, we cannot guarantee that a cancellation request can be accepted.

Please contact us as soon as possible if you need to request a cancellation.

If production has already started, the order may no longer be eligible for cancellation unless required by law.

12. Lost or Delayed Parcels

Delivery timeframes are estimates and may be affected by postal services, customs, weather or other circumstances outside our direct control.

If tracking shows that your parcel has been delivered but you cannot locate it, please:

1. check around the delivery location;

2. check with other members of the household;

3. check with neighbours or building management where relevant;

4. contact the carrier using the tracking number;

5. contact Sutton Hide if the parcel remains missing.

Where a parcel is confirmed as lost in transit, we will assess the circumstances and provide an appropriate resolution.

13. Incorrect Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

If an incorrect or incomplete address was submitted, contact us immediately.

We cannot guarantee that an address can be changed after fulfilment has started.

Additional shipping charges may apply where an order needs to be resent because an incorrect address was supplied by the customer.

This does not affect rights available under applicable consumer law.

14. Sale and Promotional Items

Sale or promotional items remain covered by Australian Consumer Law consumer guarantees.

However, we do not generally accept change-of-mind returns for sale or promotional products unless explicitly stated otherwise.

15. Gift Cards

Gift cards are generally non-refundable and cannot be exchanged for cash except where required by law.

16. Contact Us

For any return, refund, replacement or order issue, please contact Sutton Hide and include your order number.

Sutton Hide
Website: suttonhide.com.au
Email: [INSERT CUSTOMER SERVICE EMAIL]

We aim to review return and refund requests as quickly as reasonably possible.