At Willingner Kelpies, we want you and your furry friend to be happy with your purchase. We take pride in creating high-quality dog collars and accessories, and we're committed to providing excellent customer service.

Returns

We accept returns on standard (non-personalised) items within 30 days of delivery.

To be eligible for a return:

• The item must be unused, clean, and in its original condition.
• The item should be returned in its original packaging where possible.
• Proof of purchase is required.

Customers are responsible for the cost of return shipping unless the item is faulty, damaged, or we have sent the incorrect product.

Personalised & Custom Products

As our personalised and custom-made products are created specifically for you, we cannot accept returns or offer refunds for:

• Change of mind.
• Incorrect size selected at the time of purchase.
• Incorrect spelling, colours, or design choices submitted by the customer.

Please check all measurements, spelling, and customisation details carefully before placing your order.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 7 days of receiving your order.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs showing the fault or incorrect item.

Once assessed, we will provide a replacement, repair, or full refund where appropriate at no additional cost to you.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Original shipping charges are non-refundable unless the return is the result of our error or a faulty product.

Exchanges

We only replace items if they are faulty, damaged, or incorrect.

If you need a different size or colour, please contact us before placing your order if you are unsure. We are happy to help you choose the right product.

Order Cancellations

Orders may be cancelled if production has not yet commenced.

Once a personalised or custom order has entered production, it cannot be cancelled, changed, or refunded.

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

Contact Us

If you have any questions about returns or refunds, please contact us.

Email: support@willingnerkelpies.com

Please include your order number in all correspondence so we can assist you as quickly as possible.