Cancellation & Returns Policy

CANCELLATIONS & RETURNS POLICY

 

Cancelling an Order:

Orders may only be cancelled prior to shipment of the items. As we endeavour to ship your item(s) to you either on the same day or the next morning, cancellation requests should be submitted as soon as possible. Orders for specialty and custom items cannot be cancelled.

Where an item is marked as "pickup only" in the title and you order this item with shipping, we may cancel your order and charge a 10% cancellation fee, which will be deducted from any refund.

 

Eligibility for Returns:

You have 14 days to return an item for a refund or exchange for change of mind. Gift cards and sale items are not refundable for change of mind. While sale items cannot be refunded, they may be exchanged if returned in their original condition and packaging.

To be eligible for a return (otherwise than under the Australian Consumer Law, which forms Schedule 2 to the Competition and Consumer Act 2010 (Cth) (ACL)), your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Australian Consumer Law: Nothing in these terms modifies, restricts or excludes any guarantee, right or remedy to which you are entitled under the ACL. In the rare case of your item being faulty or otherwise not complying with a consumer guarantee to which you are entitled, a refund, exchange or other appropriate remedy will be offered in accordance with our obligations under the ACL.

 

Processing of Returns:

To complete your return, we require a receipt or proof of purchase. To systemise and streamline the processing of refund and exchange requests, as well as requests under the ACL, we ask that you please do not send your purchase back to the manufacturer but that you contact us at first instance. This does not limit your rights under the ACL.

Shipping: To return your product, you should mail your product to us at:

PO Box 1
Casula NSW 2170

We may require you to use a trackable shipping service or purchase shipping insurance when returning your item.

You will be responsible for paying for your own shipping costs when returning your item.

Once we have received and inspected your returned item, we will send you an email to confirm receipt and notify you of the approval, partial approval (for example, in the case of a change of mind refund request where the item is returned otherwise than in its original condition), or rejection of your refund. 

Shipping costs are non-refundable (except in the case of an approved ACL claim) and if you receive a refund, the cost of shipping will be deducted from this refund. For ACL claims, please provide us with a receipt or proof of purchase of shipping costs to be eligible for a refund of return shipping costs.

 

Processing of Refunds:

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.

Late or missing refunds: If, within fourteen days of an approval notification, you haven’t received a refund, please first check your account and then contact your credit card company. It may take some time before your refund is officially posted on their end. Following this, contact your bank: there is often some processing time before a refund is posted. If you’ve done all of this and you are still yet to receive your refund, please contact us at info@ironbarkpets.com.au.

Processing of Exchanges:

Depending on where you live, the time it may take for your exchanged product to reach you will vary: please contact us directly for customised information on this matter.

Where we have granted an exchanged of your item (otherwise than under the ACL), you must pay the shipping costs associated with shipping the replacement item to you. We will contact you to arrange payment prior to shipping your replacement. Refer to the Shipping Information page on our website for more information.