Refund policy

Last updated: October 2026

At Max and Tobby, every order is prepared with care. Many of our products are handmade, personalised or designed specifically for celebrations. Please review this policy carefully before placing your order.

No Change-of-Mind Returns

Max and Tobby does not accept returns, exchanges or refunds for change of mind.

This includes situations where:

• A celebration is cancelled or postponed.
• The product is no longer required.
• The customer finds a different product or price elsewhere.
• An item has been used briefly for a celebration, event, photography or social media content.
• The customer changes their mind about the colour, design or style.
• A pet does not use or show interest in a toy or accessory.

Because celebration products can be used for an event or photographs and then appear unused, all celebration boxes, party accessories and event-related products are considered final sale unless they are faulty, damaged, unsafe, incorrectly supplied or significantly different from their description.

Sale and Discounted Products

Sale and discounted products are also not eligible for returns, exchanges or refunds because of change of mind. However, sale and discounted products remain covered by the consumer guarantees provided under the Australian Consumer Law.

Personalised and Made-to-Order Products

Personalised and made-to-order products cannot be returned, exchanged or refunded because of change of mind.

Customers are responsible for carefully checking all information submitted with their order, including pet names, ages, sizes, spelling and any other personalisation instructions.

Max and Tobby is not responsible for errors in information supplied by the customer. If Max and Tobby makes an error when preparing the personalisation, we will provide an appropriate replacement or other remedy.

Order Changes and Cancellations

Orders may enter production shortly after they are placed. Requests to cancel or change an order must be sent to hello@maxandtobby.com as soon as possible.

We cannot guarantee that an order can be cancelled or changed after preparation or personalisation has started. Personalised or made-to-order products cannot be cancelled because of change of mind once production has begun.

This does not affect any rights available under the Australian Consumer Law.

Pet Clothing and Sizing

A size chart is provided in the product image gallery for each pet clothing product. Customers must review this chart and measure their pet carefully before selecting a size.

Customers are responsible for selecting the correct size. Please do not choose a size based only on breed, weight, usual clothing size or sizing from another brand.

Max and Tobby does not accept returns, exchanges or refunds when:

• The customer selects the incorrect size.
• The customer does not review the size chart in the product image gallery.
• The pet was measured incorrectly.
• The pet refuses to wear the item.
• The item has been tried on, worn, washed, damaged or exposed to pet hair, stains or odours.

If Max and Tobby sends a different size from the size ordered, or the item is faulty or materially inconsistent with the published size chart, contact us immediately at hello@maxandtobby.com with the order number and clear photographs.

Damaged on Arrival

Customers must inspect their order as soon as it is delivered. If an item appears to have been damaged during delivery, please contact us immediately, preferably on the day of delivery, at hello@maxandtobby.com.

Please provide:

• Your order number.
• Clear photographs of the damaged item.
• Photographs of the internal and external packaging.
• A brief description of the damage.

Please keep all products and packaging until we have assessed the claim. Photographs help us evaluate the damage and support any claim submitted to Australia Post.

Damaged, Faulty or Incorrect Components

If an individual component of a celebration box arrives damaged, faulty or incorrectly supplied, Max and Tobby will provide an appropriate remedy in accordance with the Australian Consumer Law.

When the problem is minor and can be resolved reasonably, we may replace only the affected component rather than the entire celebration box. For example, a damaged birthday hat or decorative house may be replaced individually, and an incorrectly supplied accessory may be replaced with the correct item.

Replacement colours, patterns or designs may vary according to availability, but we will make reasonable efforts to provide an appropriate and coordinated replacement.

Damage Caused After Delivery

Max and Tobby is not responsible for damage caused by misuse, incorrect handling, normal wear and tear, washing contrary to the care instructions, chewing, scratching or other damage caused by a pet after delivery.

Customers must supervise their pets and remove any product that becomes damaged or presents a safety risk.

Major Problems

If a product has a major problem, customers may be entitled to choose a replacement or refund under the Australian Consumer Law.

A major problem may include a product that is unsafe, significantly different from its description, cannot be used for its intended purpose, or has a serious problem that cannot be resolved within a reasonable time.

Nothing in this policy excludes, restricts or limits any rights or remedies available under the Australian Consumer Law.

Proof of Purchase and Assessment

Customers requesting a remedy must provide their order number or other reasonable proof of purchase.

Max and Tobby may request photographs, videos or the return of the affected product when reasonably necessary to assess the issue. No product should be discarded until the assessment has been completed.

Return Authorisation

Please do not return a product before receiving return instructions from Max and Tobby. This request does not limit any rights or remedies available under the Australian Consumer Law.

If a return is required, we will provide the appropriate return address by email.

When a product is confirmed to be faulty, damaged or incorrectly supplied, Max and Tobby will cover reasonable return costs when required under the Australian Consumer Law.

Refunds

If a refund is approved, it will be issued to the original payment method.

Max and Tobby will process the approved refund within 5 business days. Your bank or payment provider may require additional time for the funds to appear in your account.

Original shipping costs will only be refunded when required under the Australian Consumer Law or when Max and Tobby confirms that the entire order was faulty, damaged or incorrectly supplied.

Contact Us

For questions about a damaged, faulty or incorrect product, contact Max and Tobby at hello@maxandtobby.com. Please include your order number and relevant photographs so we can assist you promptly.