Refund policy

Returns & Refunds

We want you to love your Max & Blu purchase. If something isn’t quite right, please get in touch and we’ll be happy to help.

Change of Mind Returns

We accept change of mind returns within 30 days of receiving your order.

To be eligible for a change of mind return, your item must be:

  • Unused, unworn and in its original condition
  • Free from pet hair, marks, odours or signs of use
  • Unwashed
  • Returned with all original tags and packaging
  • Accompanied by proof of purchase

For hygiene reasons, we cannot accept change of mind returns on items that have been worn or used by your pet.

Please choose sizing carefully and refer to our Size Guide before ordering.

Return Shipping

Return postage for change of mind, incorrect sizing or ordering the wrong item is the responsibility of the customer.

We recommend using a tracked shipping service, as Max & Blu cannot be responsible for returned parcels that are lost in transit.

Original shipping charges are non-refundable for change of mind returns.

Exchanges

We do not offer exchanges.

If you would like a different size, colour or product, you’re welcome to return your eligible item for a refund and place a new order through our website.

Your new order will be treated as a separate order and our standard shipping rates and free shipping thresholds will apply.

Faulty, Damaged or Incorrect Items

We inspect our products before shipping, but if your order arrives faulty, damaged or you receive the wrong item, please email woof@maxandblu.com with your order number and clear photos showing the issue.

We’ll assess the issue and arrange an appropriate remedy in accordance with Australian Consumer Law.

Our products are designed for normal everyday use. Damage caused by chewing, misuse, inappropriate use, exposure to conditions unsuitable for the product, or normal wear and tear is not considered a product fault.

Nothing in this policy limits your rights under Australian Consumer Law. Consumer guarantees apply for a reasonable period depending on the nature, price and expected life of the product.

Sale Items & Gift Cards

Final sale items cannot be returned for change of mind.

This does not affect your rights under Australian Consumer Law where an item is faulty, damaged or otherwise fails to meet applicable consumer guarantees.

Gift cards cannot be returned or redeemed for cash, except where required by law.

Refunds

Once your return has been received and inspected, we’ll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow time for your bank or payment provider to process the refund after it has been issued.

Original shipping charges are not refundable for change of mind returns.

How to Request a Return

Before sending anything back, please email woof@maxandblu.com within 30 days of receiving your order.

Please include:

  • Your name
  • Your order number
  • The item you would like to return
  • The reason for your return

If you’re reporting a faulty or damaged item, please also include clear photos showing the issue.

Once your return has been approved, we’ll email you with return instructions and the return address.

Please do not send items back without contacting us first.