Refund & Return Policy

Create Fylo Pty Ltd is an Australia based company. We are committed to providing the best product and service to our customers. Our Refund Policy applies to all purchases made online at createfylo.com

Our Refund Policy does not exclude or replace your rights given under the Australian Consumer Law and regulations.

We strongly recommend you to assess the size of the product to see if that meets your pet's needs. Return shipping is at the consumer's cost. 

IMPORTANT: Please check that all items received are what you have ordered. If you have received an incorrect item, please DO NOT OPEN IT. We will not accept any returns or provide refunds of items that have been opened, tampered with, or not in their original condition. 

Change of mind

1. If you have simply changed your mind, we do not provide refunds. Special consideration will be given in exceptional circumstances however you must be able to provide satisfactory proof of purchase. Further, the merchandise must be:

• in saleable condition
• unused with all original packaging;
• returned to us with any gift or bonus received with the merchandise (if applicable)
• the exchange or refund is sought within 14 days of purchase.

Change of Address’s must be submitted within 2 hours of ordering with the subject ‘CHANGE OF ADDRESS’ to hello@createfylo.com

2. Create Fylo, at its absolute discretion, reserves the right not to offer an exchange or refund for change of mind.

Consumer guarantees

3. If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law.

4. If there is a major failure with an item, you may choose a refund or exchange. If the failure is minor, we will replace the relevant item within a reasonable time.

5. Create Fylo will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law. A photo must be provided to the Create Fylo team supporting the claim.

Return tender

6. If the order was returned due to an incorrect address or the package was unclaimed, Create Fylo has the right to charge for the product to be re-shipped.

7. To return your product, you must mail your product to: PO BOX 76, Westmead, 2145, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

8. A refund or store credit voucher will only be provided if the item/s are returned in all the following conditions: hair free, undamaged, unused, unwashed, still in original packaging, tags attached.

Privacy when making a return

9. Create Fylo is committed to protecting your privacy.

Please feel free to contact us at hello@createfylo.com if you have any queries about refunds and returns.