Refund Policy

Every Sutton & Hide collar is made to order: laser-engraved with the name and phone number you provide at checkout, then shipped. Because of this, our refund policy works a little differently to a standard off-the-shelf product.

Change of mind

Because each collar is personalised for your pet, we can't offer a refund or exchange simply for a change of mind, a wrong size chosen, or a wrong colour chosen, once production has started. Please check your size using the size guide on the product page, and double-check the spelling of the name and phone number in the live engraving preview, before completing your order.

If something's wrong

If your collar arrives damaged, faulty, or with an engraving error that does not match what you submitted at checkout, contact us through our Contact page with a photo within 14 days of delivery. We will remake the collar and send it again at no extra cost, or provide a full refund, at your choice.

If the engraving matches exactly what was submitted at checkout (for example, a spelling mistake entered by the customer), this is treated as a change-of-mind case above, not a fault — please check the live preview carefully before ordering.

Your rights under Australian Consumer Law

Nothing in this policy limits or excludes any guarantee, right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot be excluded. Our goods come with guarantees that cannot be excluded under the ACL. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These guarantees apply regardless of the change-of-mind terms described above, and regardless of your country of residence if local consumer law provides equivalent or stronger protections.

Refund processing

Approved refunds are issued to your original payment method within 5–10 business days. Shipping costs are refunded only where the return is due to our error (damage, fault, or an engraving mistake on our part).

Contact us

For any refund, remake, or return request, please reach out via our Contact page with your order number and, where relevant, a photo of the issue.