At Classy Tails, we stand behind every product we sell. We know that buying a stroller, bed or harness for your pet online requires trust, and we want you to feel confident that if something is not right, we will make it right. This policy outlines the circumstances under which you can return a product, how the process works, and what to expect regarding refunds.
Your Rights Under Australian Consumer Law
Before we get into the specifics of our own policy, it is important to note that your rights under the Australian Consumer Law (ACL) always apply. Under the ACL, you are entitled to a replacement, repair or refund if a product has a major failure, and to have the product repaired or replaced if it fails to meet a consumer guarantee but the failure is not major. Nothing in this policy limits, excludes or overrides those statutory rights.
A major failure includes situations where the product is substantially unfit for its normal purpose, is unsafe, differs significantly from its description on our website, or has a defect that a reasonable consumer would not have accepted had they known about it.
Our Change-of-Mind Return Policy
We understand that sometimes a product simply does not suit your pet or your expectations once it arrives. For change-of-mind returns — where there is no fault or defect with the product — we offer a 30-day return window from the date of delivery, subject to the following conditions:
- The product must be unused, in its original condition, and in its original packaging with all tags, accessories and documentation intact.
- Pet strollers must not have been assembled. Once a stroller has been unfolded and assembled, it is considered used and is no longer eligible for a change-of-mind return.
- Pet beds and blankets must be free from pet hair, stains, odours and any signs of use.
- Harnesses, leads and apparel must not have been fitted to a pet. If sizing adjustments have been made or the product shows any sign of wear, it cannot be returned as change of mind.
If the product meets these conditions, we will issue a refund of the purchase price. Original shipping costs are non-refundable for change-of-mind returns, and you are responsible for the cost of return shipping unless we have agreed otherwise.
Returning a Faulty or Incorrectly Supplied Product
If you receive a product that is faulty, damaged during transit, or different from what you ordered, please contact us as soon as possible — ideally within seven days of delivery, though we will accept claims for manufacturing defects at any reasonable time.
When you get in touch, please provide your order number, a description of the issue, and clear photographs showing the fault or damage. This helps our team assess the situation quickly and avoids unnecessary back-and-forth.
For faulty or incorrectly supplied products, we will cover the cost of return shipping. Depending on the nature of the issue and your preference, we will offer one of the following remedies:
- Replacement — we will send you a new unit of the same product at no additional cost. If the product is out of stock, we will offer an alternative of equal or greater value or a full refund.
- Repair — for strollers with minor structural issues covered by our three-year warranty, we may arrange for the affected component to be repaired or replaced (for example, sending you a new wheel assembly or replacement canopy).
- Refund — a full refund of the purchase price plus any shipping costs you paid for the original order.
Items Not Eligible for Return
Certain products cannot be returned for hygiene or safety reasons. These include:
- Personalised or custom-made items (such as engraved pet tags or monogrammed blankets) unless they are faulty.
- Grooming products, food-related accessories or any item with a hygiene seal that has been broken after delivery.
- Gift cards and promotional vouchers.
These exclusions do not affect your rights under the Australian Consumer Law if the product is faulty or does not match its description.
How to Start a Return
To initiate a return, please follow these steps:
- Step 1: Email us at info@rutsk.com or call +61 3 9654 1287 with your order number and reason for return. Our team will confirm eligibility and provide you with a return authorisation number.
- Step 2: Pack the product securely in its original packaging if possible. For strollers, please repack the item in the original box to prevent transit damage. Write the return authorisation number clearly on the outside of the package.
- Step 3: Ship the parcel to the return address provided by our team. We recommend using a tracked shipping service, as we cannot be responsible for items lost in return transit. For faulty product returns, we will either send you a prepaid shipping label or reimburse your return postage.
- Step 4: Once we receive and inspect the returned product, we will notify you by email and process the applicable refund, replacement or repair within five business days.
Refund Processing
Approved refunds are processed to the original payment method used at checkout. Please allow the following timeframes for the refund to appear in your account after we have confirmed it:
- Credit or debit card: 5 to 10 business days, depending on your card issuer.
- PayPal: 3 to 5 business days.
- Bank transfer: 3 to 7 business days.
If your refund has not appeared within the timeframes above, please check with your bank or payment provider first. If the issue persists, contact us and we will investigate.
Exchanges
If you would like to exchange a product for a different size or colour, the quickest approach is to return the original item under our change-of-mind policy and place a new order for the preferred alternative. This ensures you receive the correct item as quickly as possible without waiting for us to process the return first. If you would prefer us to coordinate the exchange on your behalf, please let us know when you contact us and we will do our best to accommodate you.
Sale and Clearance Items
Products purchased at a reduced price during sales or clearance events are subject to the same return conditions outlined above. A discounted price does not affect your consumer guarantee rights or our change-of-mind return policy. Refunds for sale items are based on the price actually paid.
Questions About Returns?
If you are unsure whether your situation qualifies for a return or you need guidance on how to pack a stroller for return shipping, we are happy to help. Reach out to us at info@rutsk.com or on +61 3 9654 1287 during business hours and our team will walk you through the process.