Refund policy
At Point & Retrieve, we’re proud to create high quality gear for dogs and their humans. We want you to be completely happy with your order but if something’s not quite right, we’re here to help.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or not what you ordered, please get in touch with us within 14 days of receiving it. Include a brief description and clear photos of the issue and email us at info@pointandretrieve.com.au.
We’ll happily organise a refund, exchange, or store credit, depending on your preference and subject to the following conditions:
- Items must be returned unused and in original condition, aside from initial fitting.
- Products must be free from marks, fur, rips, or any visible signs of wear.
- Proof of purchase is required.
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Sale or promotional items are eligible for store credit only.
We reserve the right to decline a return if these conditions aren’t met.
Once your request is approved, we’ll provide a return shipping label and instructions on how to send your item back.
Please do not return items without contacting us first as they will not be accepted.
Change of Mind or Wrong Size
As a small business, we’re unable to accept returns for change of mind once your order has shipped.
To help avoid sizing issues, please refer to our sizing guides before purchasing. Still unsure? Reach out we’re more always happy to help.
📧 info@pointandretrieve.com.au
📱 DM us on Instagram or Facebook
Refunds
Once we’ve received and inspected your returned item, we’ll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days.
Please note: Your bank or credit card provider may take additional time to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@pointandretrieve.com.au.