Refund policy
At BOXD FOR PETS, we want you to feel confident when purchasing from us.
This policy explains how we handle change of mind returns, exchanges, faulty products, incorrect items and personalised products.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Change of mind returns
Please choose carefully before placing your order.
We do not offer refunds or exchanges for change of mind unless we agree to do so in writing.
This includes situations where:
• You no longer want the product
• You selected the wrong size, colour or product
• You found the product cheaper elsewhere
• You changed your mind after purchase
• The product was delayed for reasons outside our reasonable control, provided the product is still supplied within a reasonable time
If we agree to accept a change-of-mind return, the product must be:
• Unused and unworn
• Unwashed
• Free from pet hair, odours, marks and damage
• Returned with all original tags and packaging
• Accompanied by valid proof of purchase
Customers are responsible for return postage for approved change-of-mind returns.
Personalised products
Personalised or custom made products cannot be returned or exchanged for change of mind, incorrect spelling supplied by the customer or incorrect size selection.
Please carefully check all spelling, sizing and product details before placing your order.
If BOXD FOR PETS makes an error with your personalisation, please contact us so we can assess and resolve the issue.
Faulty, damaged or incorrect products
Please inspect your order when it arrives.
If your product arrives damaged, faulty, unsafe, significantly different from its description or you receive the wrong item, contact us as soon as reasonably possible at:
info@boxdforpets.com.au
Please include:
• Your name
• Your order number
• A description of the issue
• Photos or video of the issue, where reasonably available
We may need to inspect or assess the product before confirming the appropriate remedy.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or another remedy under the Australian Consumer Law.
Return shipping for faulty products
Where a product is confirmed to be faulty, damaged, incorrect or otherwise fails to meet an applicable consumer guarantee, BOXD FOR PETS will cover reasonable return postage costs where required.
Please contact us before returning an item so we can provide the correct return instructions.
Products that cannot be returned for change of mind
The following products cannot be returned for change of mind:
• Personalised or custom made products
• Opened food, treats or perishable products
• Gift cards
• Products damaged through misuse, chewing, incorrect care or normal wear and tear
• Products not returned in original condition
• Items clearly marked Final Clearance or Final Sale
These exclusions do not apply where a product fails to meet a consumer guarantee under the Australian Consumer Law.
Exchanges
Eligible exchanges may be offered at our discretion and are subject to stock availability.
If an exchange is due to change of mind, incorrect size selection or customer error, the customer is responsible for return postage and any postage cost for the replacement item.
If an exchange is required because the product is faulty, damaged, incorrect or misdescribed, BOXD FOR PETS will assist in line with your rights under the Australian Consumer Law.
Order changes and cancellations
Please contact us immediately if you need to change or cancel an order.
We will do our best to assist, but changes and cancellations cannot be guaranteed once an order has entered processing, personalisation or dispatch.
Personalised orders cannot be cancelled once embroidery or custom production has started.
Delayed, missing or lost deliveries
Once your order has been dispatched, you will receive tracking information where available.
If your parcel appears delayed or missing, please contact us and we will assist with investigating the delivery with the carrier.
Delivery delays can occur due to carrier networks, weather, public holidays, incorrect addresses or other circumstances outside our reasonable control.
If we cannot supply a product within a reasonable time, we will work with you to provide an appropriate solution.
Refund processing
Approved refunds will be processed to the original payment method.
Please allow approximately five to ten business days after approval for the refund to appear, depending on your bank or payment provider.
Original delivery charges are generally not refundable for change of mind returns.
Delivery charges may be refundable where required under the Australian Consumer Law.
How to request a return
Email:
info@boxdforpets.com.au
Please include your order number and the reason for the return request.
Do not return any item until you have received return instructions from BOXD FOR PETS.
Contact
BOXD FOR PETS
Sydney, New South Wales, Australia
Email: info@boxdforpets.com.au
Phone: 0422 855 507