Returns & Refunds

Our promise: we make it right

If your order arrives damaged, faulty, or different from the design you approved, we'll reprint it free or refund you in full — your choice. No forms, no fuss. Just email a photo of the issue to contact@shop-azu.com within 30 days of delivery.

Refunds, not store credit

Approved refunds go back to your original payment method, not store credit.

Personalised items

Because every product is custom-made with your pet's details, we can't accept change-of-mind returns on personalised items. That said — if something about your order disappoints you, contact us anyway. We'd rather fix it than lose you.

Your rights

Nothing in this policy limits your rights under Australian Consumer Law, including remedies for faulty goods.