Refund policy
At Prince Rivvi, we want you and your dog to love every piece you receive. If something isn’t quite right, we’re here to help.
Please review our returns and exchanges policy below.
Change of Mind Returns
We accept change-of-mind returns within 14 days of delivery, provided the following conditions are met:
- Items must be unused, unworn and in their original condition.
- All original tags and packaging must be included.
- Items must be free from pet hair, marks, odours and signs of use.
- Proof of purchase must be provided.
We recommend trying harnesses on your dog indoors before removing any tags.
To request a return, please contact us through our Contact Us page within 14 days of receiving your order.
Returns must be approved before items are sent back. We’ll provide return instructions and the appropriate return address.
Exchanges & Sizing
We understand that finding the perfect fit for your dog can sometimes be tricky.
If you’ve ordered the wrong size, we’re happy to arrange an exchange within 14 days of delivery, subject to stock availability.
Items must meet the original condition requirements outlined above.
Customers are responsible for return postage and any additional shipping costs associated with a change-of-mind or sizing exchange.
We recommend reviewing our size guides carefully before placing an order.
Return Shipping
For change-of-mind returns and sizing exchanges, return shipping costs are the responsibility of the customer.
We recommend using a tracked postage service, as we cannot take responsibility for parcels lost in transit before they reach us.
Original shipping costs are non-refundable for change-of-mind returns.
Refunds
Once your return has been received and inspected, we’ll notify you of the outcome.
Approved refunds will be issued to your original payment method.
Please allow up to 5–10 business days for your financial institution to process the refund after it has been issued.
Faulty, Damaged or Incorrect Items
Every Prince Rivvi order is carefully checked before dispatch.
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number, a description of the issue and photographs where possible.
We’ll assess the issue and work with you to arrange an appropriate resolution.
Nothing in this policy limits your rights under Australian Consumer Law.
Where a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund, depending on the nature of the problem.
For a major failure, you may be entitled to choose a refund or replacement in accordance with Australian Consumer Law.
Where a product is confirmed to have a fault covered by Australian Consumer Law, Prince Rivvi will reimburse reasonable return postage costs where required.
Faulty products do not need to meet our change-of-mind return conditions.
Sale Items
Sale items may be returned or exchanged within 14 days of delivery under our standard change-of-mind conditions, unless otherwise stated at the time of purchase.
Your rights under Australian Consumer Law continue to apply to all purchases, including sale items.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply independently of our voluntary 14-day return policy.
Contact Us
If you have any questions about returns, exchanges or refunds, please get in touch through our Contact Us page.
We’re always happy to assist.