Refund policy

Refund & Returns Policy

We pride ourselves on producing high-quality products. If you believe your item is faulty, we’re here to help.

Faulty Items

If a product is found to have a manufacturing fault upon receipt, we will assess the item and, if approved, provide a replacement or refund.

Please email  jessica@outbacktails.com within 30 days of delivery with:

• Your order number
• A description of the fault
• Clear images of the item

Incorrect Purchases / Change of Mind

We do not offer direct exchanges.

If you have purchased an incorrect item (including wrong size or colour), you may return the product within 30 days of delivery. Once the item has been received and approved, we will issue a store credit.

Return shipping costs are the responsibility of the customer. Visit our Returns Portal Here.

Refunds

Refunds are only provided where:

• The item was incorrectly described, or
• The product received does not match the images shown on our website.

Please email jessica@outbacktails.com within 30 days of delivery with:

• Your order number
• A description of the issue
• Clear images of the item

Important Conditions

We do not offer refunds, store credits, exchanges, or returns if:

• Items are returned after 30 days
• Items have been used, worn, washed, damaged, or are not in original condition
• The item was purchased as part of a sale or promotional offer

Return Shipping

• You are responsible for all return and reshipping costs
• Original shipping charges are non-refundable

Size Changes (Collars & Leads)

We strongly recommend measuring your pet carefully before purchasing.

If you need a different size:

• The item must be returned to us first
• A store credit will be issued once approved
• You are responsible for all return and reshipping costs
• Any price difference must be paid by the customer

Please note: damage caused by chewing, scratching, or general pet behaviour is considered normal wear and tear and is not covered under warranty.