Refund policy

Refund policy

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a refund, replacement or repair if an item is faulty, damaged or not as described. Nothing in this policy limits, excludes or modifies any consumer guarantees available to you under the Australian Consumer Law.

Change of mind returns

We accept change of mind returns within 30 days of delivery. To be eligible, the item must be unused and in the same condition that you received it, with tags and in its original packaging, and you will also need the receipt or proof of purchase. Customers are responsible for return postage costs on change of mind returns.

Damages and issues

Please inspect your order on arrival and contact us immediately at happytailsstore.co@gmail.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

How to start a return

To start a return, contact us at happytailsstore.co@gmail.com with your order number. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (like food), custom or personalised products, and personal care goods. Sale items and gift cards cannot be returned for change of mind. This does not affect your rights under the Australian Consumer Law.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we have approved your return, please contact us at happytailsstore.co@gmail.com.

Questions

You can always contact us for any return question at happytailsstore.co@gmail.com.