Refund policy

We are happy to offer change of mind returns which includes reasons like colour change, or size change. We've got your back!

Unused or unworn items can be returned within 30 days for an exchange or store credit. Just email us at hello@poquitopets.com.au noting your order number and reason for your return (including preferred size/colour for an exchange). We will get back to you within 24 hours with a response and next steps.

We’re happy to offer an exchange or store credit on your item provided that:

• The item is unused, unworn, unwashed and in the original condition as purchased with product tags attached.

• The item is sent back into our loving arms within 30 days of your order making its grand entrance at your door. We're here for you!

Please keep in mind that we do not cover the return shipping costs to our fulfilment warehouse for change of mind return. The return fee is $14.95. However, if your return is due to faulty or damaged items, we will provide you with a return postage label on us in line with our return guidelines.

To initiate a return, simply email us at hello@poquitopets.com.au providing your order number and reason for your return/exchange. We will get back to you within 24 hours with a response and next steps.

Poquito Packs
Items purchased as part of the Poquito Packs can be returned for an exchange of size in line with our return guidelines. Please be aware that this is not applicable if you wish to choose a different colour or product.

The full pack can be returned as per our return guidelines.

In the event that an item in the pack is faulty, please reach out to our friendly team at hello@poquitopets.com.au.

Faulty or damaged items
If your item is faulty, please email hello@poquitopets.com.au as soon as possible to notify us. For items that are damaged, please email us within 7 days of receipt of your item.

Please include your order number, contact details and details of the fault or damage, including photos.

Our team will get back to you within 24-48 hours (excluding weekends). Once we have assessed your return, we will provide a return postage label so you can send the item back to our fulfilment warehouse.

If the item is found to be faulty or damaged, we will contact you to discuss a replacement, exchange for a different item of the same value, store credit, or full refund (including original shipping costs).

Any refunds will be processed immediately once approved and will land back into your original payment method within 7-10 business days (depending on your financial institution).

Change of mind returns

For change of mind returns (including colour change and size change), an exchange or store credit is available, however refunds are only available for faulty or damaged items. Please refer to our returns policy for further information.

If you have any questions, please feel free to drop us an email at hello@poquitopets.com.au.