Returns & Exchanges 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.
The holidays can be a whirlwind, so we’re giving you way more wiggle room. If you shopped with us between 25th November and 24th December 2025, you’ve got until 5 pm on 14th January 2026 to return your items. Plenty of time to unwrap, decide, and (maybe) re-wrap!
↩️ General Return Policy (Change of Mind)
Step One: Reach Out to Us 📧
Don’t just toss your item in the mail—we need to chat first! Contact us to get a return authorisation number. All we need is:
- Proof of purchase (e.g., your order number or receipt).
- Your name and address.
- A quick note about why you’re returning it.
The Golden 14-Day Window ⏳
For change of mind returns, you have 14 days from your purchase date to start the return process.
Costs & Fees
- Shipping: For change of mind returns, you must cover the shipping cost of returning the item to us (unless faulty).
- Restocking Fee: Just a quick note, there’s a $10 handling/restocking fee per item for returns.
🐰 Bunny Bonus:
However, if you choose store credit or place a new order, we’re happy to waive this fee. Simply share your new order number once it’s placed, and we’ll take care of the rest!
What’s Eligible to Hop Back?
To send an item back for change of mind, it must be:
- Brand new and unused (no paw prints, please).
- Still have all original tags attached.
- Snugly secured in its original packaging.
The Not-Eligible-for-Return Club
Sorry, some items are yours to keep (unless they are faulty):
- 👙 Swimwear
- 😷 Face masks
- 🕶️ Sunshields
- 🏷️ Sale/Clearance items (unless faulty)
🔄 Exchange Policy (The Smart Way to Swap)
We don't do direct physical swaps in the mail, but we do make it easy to get what you really want without the penalty:
- Shop Now: Don't wait! Place a new order for the correct size/item immediately on our website to secure the stock.
- Email Us: Reply to your return email (or email cs@pailrabbit.com) with your new order number.
- We Handle the Rest: Once we receive your return, we will process your refund or credit and waive the $10 restocking fee because you stuck with us! 🐰✨
🛠️ Something’s Not Right? (Faulty Items)
Oh no! If your item has a manufacturing fault, we’re standing by to make it right in accordance with Australian Consumer Law. Our 14-day limit does not apply to faulty items—you have a reasonable period to report these.
- Email us at cs@pailrabbit.com with your order number.
- Include a description of the issue and a photo/video (we need to see the gremlin in the works!).
- Once assessed, we will offer a repair, replacement, or refund (including shipping costs).
Note: Consumer guarantees do not cover damage caused by accident or misuse.
📮 How to Send Us Your Return
Once you have a return authorisation number, use our Online Return Portal or visit your local post office.
Please ship the return within 3 business days of authorisation.
Pail Rabbit
Suite 125, 1 Barratt Street
Hurstville NSW, Australia 2220
📅 Processing & Timelines
Once we receive your return, we’ll review it and process your request. You’ll receive a confirmation email once processing is complete.
- Store Credit: Will be issued within 48 hours once your return is approved.
- Refunds (Less $10 Fee): May take up to 7 days for us to process internally. The time it takes for funds to appear in your account depends on your bank’s speed.
Late or Missing Funds
Still waiting after 7 days?
- Check your bank account like a hawk (or bunny).
- Contact your bank or credit card company (they can sometimes hold funds).
Still nothing? Email us at cs@pailrabbit.com and we’ll help you track it down.