Returns & Exchanges

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.

Step One: Reach Out to Us 📨

Don’t just toss your item in the mail—we need to chat first! Contact us for a magical return authorisation number. All we need from you is:

Proof of purchase (a receipt, a screenshot, maybe a treasure map 📜).
Your name and address (so we know who we’re talking to!).
A quick note about why you’re returning it (we’re good listeners, promise).

The Golden 14-Day Window ⏳

You’ve got 14 days from your purchase date to start the return process. If you wait too long, our calendar-hugging bunnies might not be able to process it.

Refunds vs Store Credit

Faulty item? Refund to your original payment method!
Changed your mind? Store credit is coming your way, perfect for picking out something new and shiny.
Keep in mind, the following are non-refundable (sadly, even magical bunnies have limits):
Shipping costs 🛳️
Gift cards and vouchers 🎟️
A $10 handling/restocking fee per returned item 🛠️

To send an item back, make sure it ticks these boxes:

It’s brand new and unused (no paw prints, please).
It still has all the original tags attached.
It’s snugly secured in its original packaging, safe for its return adventure.

The Not-Eligible-for-Return Club

Sorry, some items are sticking with you unless they’re faulty (and we didn’t spill the beans about the fault beforehand):

Swimwear 🩱
Face masks 😷
Sunshields 🕶️
Sale or clearance finds? Yep, those are final sale unless they’re faulty.

We’d love to swap things around, but we’re a little tight on stock, so direct exchanges aren’t possible. Instead, here’s the game plan:

Had a change of mind? No worries! We’ll issue you store credit only, which you can use to pick out something else you’ll love (check out our Returns Policy for all the nitty-gritty details).
Need a new size or color? Place a fresh order for the item, and once your original is returned, we’ll get that lovely store credit sent your way.

If you scored a discount on your original order and want the same item, fear not! Just email us at cs@pailrabbit.com, and we’ll make sure that discount hops back onto your reorder.

And guess what? When you’re reordering, we waive the pesky $10 restocking fee because you’re awesome like that. 🐇✨

For more info on return conditions, hop over to our Returns Policy section and give it a read!

Oh no! If your item has a fault, we’re standing by to make it right. Just follow these steps:

Email us at cs@pailrabbit.com with your order number.
Include a short description of the issue and snap a photo or video if you can (we love cameras).
Once we review your claim, we’ll hop into action with one of the following options:

A repair 🛠️
A replacement
A refund

If it turns out the issue wasn’t a manufacturing fault (maybe an accidental mishap on your end), we’ll ship the item back at your expense.

Ordered a carrot but got lettuce? Item arrived looking less than perfect? We’re on it!

Take a photo for proof.
Contact us at cs@pailrabbit.com within 7 days of delivery with your order number.
What next? We’ll provide a return label and get things sorted with either:

A replacement item that’s spot-on
A refund (your choice!).

If you’re returning a gift, we’re here to help. Here’s the hop-down:

Gift returns must happen within 14 days of receipt.
Items must be unused, in original packaging, and with tags attached.
A proof of purchase from the gifter is required (don’t worry, we can help track it down if needed!).

Here’s the juicy stuff:

Gift refunds go back to the original purchaser’s payment method (oops, secret’s out!).
Gift returns are processed as store credit unless arranging otherwise.

Keep This in Mind For Gift Returns

Sale/clearance items can’t be returned unless faulty.
We only accept returns sent back with trackable postage. Lost in transit? No refund without proof of postage

Still waiting on your refund to hop into your account? Here’s what to do:

Check your bank account like a hawk (or bunny).
Call your credit card company; they might be taking their sweet time.
Ask your bank about processing delays.

Nothing yet? Email us at cs@pailrabbit.com, and we’ll dig deeper to sort it out.

Once you have a return authorisation number, you can:

Use our online return portal, PAIL RABBIT RETURNS, for easy instructions.
Take the traditional route with your local post office, grab a return label, and ship it back.