Returns & guarantee

We want you and your pet to be happy with your tag. This page explains your rights under the Australian Consumer Law, how we handle faults, and how the guarantee works.

Your consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a tag has a major problem, you are entitled to a replacement or a refund, and to compensation for any other reasonably foreseeable loss. If the problem is minor, we may choose to repair or replace the tag.

Faulty or incorrect items

If your tag arrives faulty, damaged, or different from what you ordered, contact us within a reasonable time at orders@pettags.online with your order number and a photo. We will arrange a replacement or refund in line with your rights above, at no cost to you.

Personalised items and change of mind

Every tag is custom-engraved to your specification, so we are generally unable to accept a return or give a refund for change of mind, or for a mistake in the details you supplied (for example, a misspelt name or a wrong phone number). This does not affect your rights for faulty goods described above.

If you spot a mistake in your engraving

Our tags are engraved very quickly. If you need to change your engraving you must do it straight away using the Request a changelink in your order confirmation email, or from your Pet Tags Online account — engraving changes cannot be made through our contact form. Once a tag has gone to the engraver we may no longer be able to change it.

100% Quality Guarantee

Every tag we sell is a genuine Red Dingo product, backed by Red Dingo’s 100% Quality Guarantee. Red Dingo applies strict quality-control checks at every stage of production, from raw materials through to the finished tag, and if you are not completely satisfied with your tag, neither are we.

All Red Dingo metal ID tags carry a lifetime guarantee against manufacturing defects and engraving legibility (plastic tags are not covered by the lifetime guarantee). Because every tag is engraved by Red Dingo, your engraving is covered — the guarantee does not extend to engraving carried out by third parties, or to tags that have been chewed or lost. If the engraving on your tag becomes illegible through normal wear, contact us and we will arrange a replacement.

Cancellations

If you need to cancel, contact us straight away. Because tags are engraved very quickly, we can usually only cancel an order in full before it has gone to the engraver.

If you ask to change or cancel an order after the tag has already been engraved, we can still stop it from being shipped so you are not charged for postage, but the engraved tag is a custom-made item and cannot be refunded. In that situation you will need to place a new order with the corrected details. This does not affect your rights if a tag is faulty, as described above.

How refunds are made

Where a refund applies, it is returned to your original payment method through Stripe. Please allow a few business days for it to appear, depending on your bank or card provider. Because every tag is engraved to order, once a tag has been engraved it is a customised good and we are unable to refund it except where it is faulty.

Contact us

For any return, fault or guarantee question, email orders@pettags.online with your order number.