Returns & Refunds

We want you and your companion to be happy with every Ars Club product. If something is not right, we are here to help.

14-Day Change-of-Mind Returns

Eligible non-personalised items may be returned or exchanged within 14 days of delivery.

Items must be unused, unworn, unwashed, free from pet hair, odours, dirt or damage, and returned with all original packaging, accessories and hygiene seals in resaleable condition.

To request a return, email support@arsclub.shop with your order number, the item concerned, the reason for the return and clear photos of the item. We may request proof of purchase or additional information reasonably required to assess the request.

If approved, we will provide return instructions and the applicable return address. Please do not send an item back before contacting us.

Customers are responsible for change-of-mind return shipping costs and, for exchanges, any applicable re-delivery costs. Original shipping charges, if any, are non-refundable for change-of-mind returns.

Personalised Items

Personalised collars, engraved products and other custom-made items cannot be cancelled, returned or exchanged for change of mind once production has commenced.

Please check names, phone numbers, sizes, colours, inscriptions and other personalisation details carefully before ordering. Errors resulting from information supplied incorrectly by the customer are not considered product defects.

This does not affect your rights where we supplied the item incorrectly or where the item is faulty, damaged, unsafe or not as described.

Hygiene-Sensitive Products

For hygiene and safety reasons, opened or used grooming tools, paw-cleaning products, filters, pumps, feeding or drinking products and other items that cannot reasonably be resold after use may be excluded from change-of-mind returns.

This exclusion does not apply where a product is faulty, damaged, unsafe, not as described or otherwise fails a consumer guarantee.

Harness, Collar, Coat & Size Exchanges

If you selected the wrong size, contact us within 14 days of delivery. A size exchange may be accepted where the item has only been tried on briefly, remains clean and undamaged, is free from pet hair and odours, and is returned in its original packaging.

Return and re-delivery costs may apply to change-of-mind size exchanges. Personalised products remain subject to the personalised-item conditions above.

Faulty, Damaged or Not-as-Described Items

If an item is faulty, damaged, unsafe, materially different from what you ordered or not as described, contact us with your order details and clear photos showing the issue.

We may inspect or assess the item before determining the appropriate remedy. Where a return is required, we will provide return instructions. If the product is confirmed to have a fault, reasonable return shipping costs will be reimbursed where required by Australian Consumer Law.

Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may include a repair, replacement or refund.

Refunds

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time after the refund has been issued.

Australian Consumer Law

Our goods 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.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Order Changes & Cancellations

Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes or cancellations once processing or production has commenced. Personalised orders cannot be cancelled for change of mind once production has commenced.

Contact

For assistance, email support@arsclub.shop and include your order number where relevant.