Refund policy

Returns & Refunds Policy (Alby & Loom)

Effective date: 1 January 2026
Contact: hello@albyandloom.com.au | Return address: PO Box 189, Cardiff, NSW, 2285, Australia

We want you (and your doggo) to love your order. This policy explains how returns, exchanges and refunds work, alongside your rights under the Australian Consumer Law (ACL).

1) Change-of-mind returns & size exchanges (Australia)

  • Window: You may request a return or exchange within 30 days of delivery.
  • Condition: Items must be unused, unwashed, hair-free and odour-free, with any tags/labels attached and in original packaging. (For try-ons, please ensure your dog is clean and dry.)
  • Exclusions:
    • Personalised/embroidered items
    • Final sale/clearance items
    • Gift cards
  • Costs: For change-of-mind or size exchanges, return postage is the customer’s responsibility. Original shipping fees are non-refundable.
    • Exchange process: If the requested size/colour is unavailable, we’ll issue a store credit for the item value (less shipping, if any).
  • Exchanges are subject to stock availability, particularly during limited releases. Due to limited releases and small batch production, exchanges cannot be guaranteed and are subject to stock availability.

How to start a return/exchange:
Email hello@albyandloom.com.au with your order number, item(s), and reason (e.g., “size exchange to L”). We’ll reply with a Return Authorisation (RA) and instructions. Returns sent without prior approval and an RA number may experience delays or be returned to sender.

2) Faulty, damaged or incorrect items

We stand behind our quality. If your item arrives damaged, faulty or incorrect, please contact us as soon as possible (ideally within 48 hours of delivery) with photos and your order number.

  • We’ll assess the issue promptly and, where a major failure exists under the ACL, you can choose a refund or replacement.
  • For minor issues, we will repair/replace within a reasonable time or offer a refund if a fix isn’t feasible.
  • For approved faults/our error, we cover reasonable return shipping or provide a prepaid label.

Nothing in this policy limits your rights under the Australian Consumer Law. Goods must be of acceptable quality, match their description, and be fit for purpose.

3) Pre-orders (when offered)

  • From time to time, we may offer select products on a pre-order basis. When available, pre-order details (including estimated dispatch timing) will be clearly stated on the product page and confirmed by email.

Your payment method is securely vaulted at pre-order and charged shortly before dispatch (you’ll receive a heads-up email).

  • Cancel before we charge: You may cancel a pre-order any time before the charge for a full cancellation (no fees) using the secure “Manage my order” link in our emails.
  • After we charge: Our standard returns and refunds policy applies (see Sections 1–2).

If timelines change materially, we’ll email an updated delivery window, and you can choose to continue or cancel before charging.


4) Hygiene & condition standards (pet towels/apparel)

For hygiene and fairness to all customers, returned items must be in re-saleable condition and free from pet hair, odour, staining, washing or signs of use. Please re-pack carefully; items returned in non-saleable condition will be rejected and returned to you.

5) Refunds – how and when

  • Once your return is received and inspected, we’ll email you the outcome.
  • Approved refunds are processed to the original payment method (or store credit, at your request) within 3–10 business days. Your bank or card issuer may take additional time to post the credit.
  • Shipping costs are non-refundable unless the return is due to a fault or our error. If a return reduces the original order below a free-shipping threshold, the original shipping cost may be deducted from the refund.

6) International orders (if applicable)

We accept returns as above; however, duties, taxes and import fees are non-refundable. Return postage for change-of-mind/size exchanges is the customer’s responsibility.

7) How to return – quick checklist

  1. Email hello@albyandloom.com.au for an RA number within 30 days of delivery.
  2. Re-pack the item (tags attached, hair-free/odour-free) in original packaging.
  3. Use a tracked service and keep your receipt (you are responsible for the parcel until received).
  4. Include your order number + RA inside the parcel.

8) We’re here to help

Questions about sizing, care or returns? Email hello@albyandloom.com.au — we’ll get back to you quickly.

Note: This policy applies in addition to your entitlements under the Australian Consumer Law and will be interpreted to the extent permitted by that law. If any part conflicts with the ACL, the ACL prevails.