Refund Policy

Refund Policy

At Lucie & Co, we pride ourselves on creating handmade, sustainable products and delivering quality service. Due to the nature of our business, please review the following refund and return guidelines carefully:

Change of Mind

We do not accept returns or provide refunds for change of mind, including ordering the wrong size. Please refer to our sizing guidelines before making a purchase to ensure you select the correct size for your pet accessories.

For our Print Your Own Product service, once the design has been applied to your item, we cannot accept returns or provide refunds for change of mind. Please ensure you are confident in your choice of design before placing your order.

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Faulty, Incorrect, or Damaged Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible via our Contact Us page. We will assess the issue and, where appropriate, provide a repair, replacement or refund.

Our policies do not exclude or limit any rights or remedies you may have under the Australian Consumer Law.

For Print Your Own Product orders:

• For Print Your Own Product orders, if there is a fault with the heat-pressed design, such as misalignment or poor adhesion, please contact us as soon as possible after receiving your item so we can assess and resolve the issue.

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Unsuitable 

For Print Your Own Product items:

• We reserve the right to refuse printing on items that are not in good condition (e.g., stained, torn, or made from unsuitable fabrics). If your item is deemed unsuitable, we will contact you to discuss options.

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Shipping and Responsibility

Where a return is required due to a faulty, damaged or incorrect item, we will provide instructions regarding the return process and applicable return shipping costs. Please do not return an item without contacting us first.

For items sent to us as part of our Print Your Own Product service, we recommend using secure packaging and tracked postage.