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.
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.
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 unopened, unused/unworn, and in it's original packaging with swing tags still attached where applicable.
- All items must be returned to us within 3 business days from the time you make contact with us.
- Shipping costs are non-refundable.
Shipping costs, 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.
PLEASE NOTE: For Health and Hygiene reasons we do not accept returns or refunds on any of the following types of products unless they are faulty and within warranty:
- Face masks
To initiate your return, please get in touch and provide us with your proof of purchase and be sure to include your name, address and the reason for the return, and we'll get back to you.
If you need assistance in locating your proof of purchase details. Please contact us via chat or email - firstname.lastname@example.org
We recommend you send all products using registered post, with your returns address on the reverse side of your parcel. Refunds will not be issued for items lost or damaged in transit.
Please note, for all returns there will be a $10 return handling/restocking fee per item.
For returns that meet our return criteria should be mailed to:
Suite 125, 1 Barratt Street
Hurstville NSW Australia 2220
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.
We do not offer exchanges. You can return your full-priced item(s) for a refund and re-order the correct item/size to be shipped back to you.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1- 2 business days.
Please note, refunds may take up to 10 business days for the refund to appear in your account.
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 email@example.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 with a detailed description of the product fault, and a photo or video if possible.
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.
INCORRECT ITEM/DAMAGED ON ARRIVAL RETURNS
If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.
Please don't dispose of the item until we've had a chance to chat with 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.
DO YOU OFFER AN EXTENDED RETURNS POLICY FOR CHRISTMAS?
We understand that Christmas is a busy time of year so we have extended our returns policy. Orders placed between 25th November and 24th December 2023 may be returned up until 5pm on 14th January 2024.-----