This policy explains how returns, refunds and exchanges work for orders placed at collarspot.au. If anything goes wrong with your order, please contact us first at support@collarspot.au. We reply within 1-2 business days and will work with you to resolve it.
You can return items within 30 days of the delivery date. Items must be unused, in their original packaging and in the same condition you received them.
All returns must be lodged through our Return Portal: collarspot.au/apps/redo/returns-portal/login. Returns sent without being lodged through the Return Portal may not be accepted.
Return shipping is free for customers who purchased optional Redo coverage at checkout. Otherwise, return shipping is paid by the customer, unless the item is faulty, damaged or incorrect.
Refunds are issued once your return has been received at our warehouse and inspected. Lodging a return, or posting it back to us, does not trigger a refund until the item arrives. Once a refund is approved, please allow 5-7 business days for it to appear on your original payment method.
If you return part of a bundle, the refund is based on the price paid for the item returned. Free gift items have no refund value.
If your item arrives damaged, faulty or incorrect, contact us at support@collarspot.au within 7 days of delivery with your order number and photos of the issue. We will replace the item or issue a refund. Manufacturing defects found after 7 days are covered by our 1-year warranty: collarspot.au/pages/warranty-policy
Our AirTag collars are designed to hold an Apple AirTag. The AirTag is not included and is sold separately by Apple. We are not responsible for the performance, connectivity or function of any AirTag or other third-party device used with our products. Issues with a third-party device are not a fault with our product.
If you need a different size or colour, contact us at support@collarspot.au to arrange an exchange.
Orders are processed and sent for fulfilment as soon as they are placed, so we are unable to cancel or change an order once it has been submitted. Custom engraved ID tags go into production shortly after ordering and cannot be cancelled.
If you no longer want your order, you have two options:
Refunds for refused or returned orders are issued once the items are received at our warehouse and inspected, and take 5-7 business days to appear on your original payment method. Custom engraved ID tags are not refundable unless faulty, damaged or engraved incorrectly by us.
Shipping address changes can only be made before your order is dispatched. Contact us as soon as possible at support@collarspot.au.
Email: support@collarspot.au
