Refund policy
At Max & Blu, we want you and your dog to love your new purchases. If something isn't quite right, we're happy to help.
We offer 30-day returns on eligible items, with refunds issued to your original payment method. We don't charge restocking fees.
30-Day Returns
Changed your mind, ordered the wrong size or decided something isn't quite right?
You can request a return within 30 days of receiving your order, provided the item meets the following conditions:
- Unused, unworn and in its original condition.
- Free from pet hair, marks, odours and signs of use.
- Unwashed and undamaged.
- Returned with all original tags and packaging.
- Accompanied by proof of purchase.
For hygiene reasons, we cannot accept change-of-mind returns on products that have been worn or used by your pet.
We recommend checking our Size Guide carefully before ordering to help you choose the best fit.
Refunds
Once we've received and inspected your return, we'll confirm whether your refund has been approved.
All approved refunds are issued to your original payment method. We do not charge restocking fees.
For change-of-mind returns, we'll refund the purchase price of the eligible returned items, excluding any original shipping charges paid at checkout.
Please allow time for your bank or payment provider to process the refund once it has been issued.
Return Shipping Costs
For change-of-mind returns, including incorrect sizing or ordering the wrong product:
- Customers are responsible for return postage costs.
- Original shipping charges paid at checkout are non-refundable.
- We recommend using a tracked postage service and keeping your tracking details.
Please contact us before sending your return so we can provide the correct return address and instructions.
Exchanges
We don't offer direct exchanges.
If you'd prefer a different size, colour or product, simply return your eligible item for a refund and place a new order through our website.
Standard shipping charges and free shipping thresholds will apply to your new order.
Faulty, Damaged or Incorrect Items
We take care when packing and dispatching every Max & Blu order. However, if your item arrives faulty, damaged or incorrect, please contact us at woof@maxandblu.com.
Include your order number, a description of the issue and clear photographs where possible.
We'll review the issue and arrange an appropriate remedy in accordance with Australian Consumer Law.
Depending on the circumstances, you may be entitled to a repair, replacement or refund, including reimbursement of reasonable return postage costs where required by law.
Our products are designed for normal everyday use. Damage caused by chewing, misuse, inappropriate use or ordinary wear and tear is not generally considered a manufacturing fault. However, each claim will be assessed in accordance with your consumer rights.
Sale Items & Gift Cards
Items marked as final sale cannot be returned for change of mind.
Gift cards are non-refundable and cannot be redeemed for cash, except where required by law.
How to Request a Return
To request a return, please email woof@maxandblu.com within 30 days of receiving your order.
Include:
- Your full name.
- Your order number.
- The item you'd like to return.
- The reason for your return.
We'll review your request and provide return instructions and the correct return address.
Please don't send items back without contacting us first.
Your Rights Under Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.
If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances.
Your consumer guarantee rights are not limited to our voluntary 30-day returns period.
Questions?
We're always happy to help with sizing, product questions or returns.
Email us at woof@maxandblu.com and we'll get back to you as soon as we can.