Refund policy
Returns & Refund Policy
Last updated: April 13, 2026
At Pupcases, every case is made entirely by hand, just for you and your pup. Because each product is custom illustrated and personalised to order, we are unable to accept returns or offer refunds for change of mind. Please read this policy carefully before placing your order.
Our Satisfaction Guarantee
We stand behind every illustration we create. If you're not happy with how your pup looks, we want to make it right.
If your illustration doesn't look like your dog, contact us within 7 days of receiving your order at hello@pupcases.com.au with:
- Your order number
- A photo of the case you received
- A clear description of what you'd like adjusted
We will create a revised illustration based on your feedback at no extra cost.
If after one revision you are still not satisfied, we will issue a store credit to the full value of your order. Store credits do not expire and can be used on any future Pupcases purchase.
Damaged or Defective Items
If your case arrives physically damaged, cracked, or defective, we will replace it free of charge.
To request a replacement please contact us at hello@pupcases.com.au within 7 days of receiving your order with:
- Your order number
- Clear photos of the damage or defect
Once we have reviewed your photos we will arrange a replacement as quickly as possible at no cost to you.
Wrong Item Received
If you receive the wrong case model — for example the wrong iPhone model — we will send you the correct item immediately at no extra cost. Please contact us within 7 days of receiving your order with your order number and a photo of what you received.
Lost in Transit
If your order is lost in transit and cannot be located by the carrier, we will resend your order at no cost to you. Please allow the following timeframes before contacting us about a missing order:
- Australia: 10 business days from your despatch notification
- International: 21 business days from your despatch notification
If your order has not arrived within these timeframes please contact us at hello@pupcases.com.au with your order number and we will investigate immediately.
Order Cancellations
Because production begins shortly after your order is placed, cancellations are only accepted within 2 hours of placing your order. To request a cancellation please email hello@pupcases.com.au as soon as possible with your order number in the subject line.
After 2 hours your order will have entered production and we will be unable to cancel it.
Refunds
In the rare circumstances where a refund is approved, it will be issued to your original payment method only. Please allow 5-10 business days for the refund to appear depending on your bank or payment provider.
How to Contact Us
For all enquiries relating to your order, illustration, or this policy please contact us at:
Please include your order number in all correspondence so we can help you as quickly as possible. We aim to respond to all enquiries within 1-2 business days.
A Note From Us
We know buying a custom product online requires trust — and we take that seriously. Every illustration is created with care and attention to detail. If something isn't right, please reach out before leaving a review and give us the chance to make it right. We're a small Aussie business and we genuinely want every pup parent to love their case. 🐾
