Returns & Exchanges
Quick Summary
- No cancellations once shipped – you may only cancel before we dispatch your order.
- 7-day return window – returns are accepted within 7 days of delivery if the product is brand new, unused, unassembled, and in original packaging.
- Non-returnable items – custom-made, used/assembled, sale items, digital products, and gift cards cannot be returned.
- Shipping costs are non-refundable – original shipping is not refunded, and return shipping is the buyer’s responsibility.
- Chargebacks – if funds are reversed while your order is delivered as agreed, the amount will be treated as an outstanding debt and may be recovered.
7-Day Return Policy
We offer a 7-day return policy starting from the date you receive your product. To be eligible for a return:
- The item must be brand new, unused, unassembled, and in its original condition and packaging.
- Unused means no operation beyond minimal handling.
- Unassembled means no part of the product has been built, constructed, or tampered with — even partially.
- A receipt or proof of purchase is required.
Non-Returnable Items
The following cannot be returned unless faulty under the Australian Consumer Law:
- Custom-made or special-order products (e.g. customised cat wheels).
- Products that have been used or assembled.
- Sale or clearance items.
- Digital products, software, or gift cards.
Order Cancellations
- Orders may be cancelled only before they are shipped.
- Once an order has been processed, packed, or shipped, cancellation is no longer permitted.
Refunds
- Refunds will only be issued once a returned item is received and inspected.
- We will notify you of the outcome by email.
- Approved refunds will be processed to your original payment method within 10 business days.
- Please note: original shipping charges are non-refundable in all cases.
- If applicable, return shipping costs are the buyer’s responsibility. For items over $50, a trackable and insured shipping method must be used. We are not responsible for lost return shipments.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange a defective item for the same product, please contact us by email before returning the product.
Chargebacks & Disputes
If funds are reversed through a chargeback or bank dispute while the product has been delivered in accordance with the agreed terms, the buyer will be considered to have an outstanding debt. We reserve the right to recover that amount in full, including via debt collection or legal process, in accordance with applicable law.
Consumer Rights
Nothing in this policy excludes or limits your statutory rights under the Australian Consumer Law, including your rights to a remedy if a product is faulty, not as described, or unfit for purpose.
