Exchanges & Returns
Our return address:
Em and Co Pet
PO Box 2167 Graceville East QLD 4075
Not loving your new purchase for your pet? If you find that your purchased item doesn’t fit, doesn’t suit, or you simply aren’t happy with it, we will provide you with a store credit so that you can find an alternative size or product.
Unfortunately all personalised items are strictly non refundable unless they arrive with a fault.
Have you received a defective item? We will offer a refund only if we are unable to replace the defective goods and if we are contacted within 48 hours of receiving the item/s. No refunds are offered after 48 hours but instead a store credit if contacted within 14 days of receiving the goods.
We do not offer a refund if you have changed your mind about your order or purchased the incorrect size however, we are able to offer a store credit or exchange if we are contacted within the 14 days of receiving the item/s. Delivery and shipping costs are non-refundable.
If an item is to be returned and or exchanged, the return shipping cost will be at the customer’s expense and items must be unused and in it’s original packaging and condition.
ALL packaging and tags must still be attached to items to be eligible for an exchange.
Please note, return shipping costs are at the buyers expense.
Please remember I'm only a small business so allow 5-7 business days for returns to be processed.
*Please note all sale / clearance & custom products are not eligible for a return or exchange.*
Please email us at firstname.lastname@example.org advising that you would like to return an item; noting your order number and reason for returning the item/s in the email.
A Em and Co Pet store credit will be emailed to you in the form of a online code, which you can use to repurchase another item.
Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded. We recommend you send the parcel back with a trackable service as we are unable to guarantee that we will receive the parcel back and do not take any responsibility for lost items in transit.
The cost of shipping is at the buyers expense. Wether this be the original shipment / return or paying for postage costs once you receive your store credit.
You will receive a store credit note for the amount you have paid for the item/s only. This does not include any shipping costs.
Cancellation of Orders
Em and Co Pet may cancel your order if for any reason we are unable to provide you with the products in your order. We will contact you should this occur.
You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.
Once your order has been placed, unfortunately we do not cancel/refund orders. If you need to make changes to your order, contact us ASAP and we'll see what we can do before your order has been dispatched.
Please ensure that you inspect all items for wear prior to use.
We do not take responsibility for any injury or loss caused by the use or misuse of our products.