RETURNS POLICY


The team here at Pail Rabbit will always endeavour to provide quality service and quality products as best as we can to all our customers, however, life sometimes will throw us a lemon! But just because life gives us lemons doesn't mean we can't do something about it! As the saying goes, if life gives you lemons, why not give it back? So below we have the nitty-gritty necessary to let you know our returns process if you are not entirely satisfied with the product. 

RETURNS

Please do not make returns to Pail Rabbit without a return authorisation number. 

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

You will be responsible for associated costs of returning goods to us and must ensure that they are packed appropriately to avoid damage in transit.

To be eligible for a refund:

  • Your returned item must be unused and in the same condition that you received it.
  • It must also be in the original packaging with swing tags still attached where applicable.
  • Items must be returned within 14 days.
  • Shipping costs are non-refundable.

Gift cards and vouchers are exempt from being returned.

Goods purchased while on sale or clearance are exempt from being returned unless faulty. If the fault was noted in the description of the sale or clearance item prior to purchase, a return will not be accepted.

To complete your return, we will require proof of purchase and be sure to include your name, address and RMA number with the returned item. 

If you need assistance in locating your proof of purchase details. Please contact Pail Rabbit.

We recommend you send all products using registered post, with your returns address on the reverse side of your parcel. Refunds will not issued for items lost or damaged in transit.

Please note, for all returns there will be a $10 return handling fee.

For returns that meet our return criteria should be mailed to:
Pail Rabbit
PO BOX 4145
Kingsway West
NSW Australia 2208

Change of mind returns WILL NOT be accepted where:

  • An item is not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after receipt
  • Any item that was purchased on clearance or sale

Please do not send your purchase back to the manufacturer.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@pailrabbit.com.

FAULTY ITEM RETURNS

In the unlikely event that you receive a faulty item, you may return the item in accordance with your statutory rights. For a faulty item return (and it will need to be returned) please contact us as soon as possible to obtain our postage paid return address.

The returned item will be inspected and once it has been confirmed as faulty we will issue a suitable form of redress (repair, replacement or refund). If the fault presented is deemed to be a non-manufacturing fault (i.e. due to accidental damage, incorrect use or misuse) then we are unable to offer you a repair, replacement or a refund. In this instance you will be responsible for postage charges to return the item to you.

GIFT ITEM RETURNS

Our returns policy for gift returns lasts 14 days. If 14 days have passed since you received the gift, unfortunately we cannot accept your return.

To be eligible for a refund or store credit on a returned gift, the product must be unused and in the same condition that you received it. It must also be in the original packaging with swing tags still attached where applicable. Goods purchased while on sale or clearance, gift cards and vouchers are exempt from being returned.

To complete your return, we will require proof of purchase. Please contact Pail Rabbit if you require assistance in locating the purchasers proof of purchase details. 

Unwanted gift returns WILL NOT be accepted where:

  • The item not in its original condition, has been used, is damaged or is missing parts for reasons not due to our error.
  • Any gift item that is returned more than 14 days after receipt.
  • Any gift item that was purchased on clearance or sale.

Once the returned gift has been received and inspected by Pail Rabbit, we will issue you a store credit for the value of the returned item.  If a refund is required in lieu of a store credit, the refund can only be issued to the original purchasing credit card or PayPal account. This means the purchaser will find out about your return.

We do not guarantee that we will receive your return. In the event that your returned parcel is lost in transit a refund or store credit will only be issued if documented proof of postage can be provided. Therefore we strongly recommend that you use a traceable / receipted return postage service.


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