RETURNS & REFUNDS

Treasured Tails Returns Policy

Our returns policy is in addition to your entitlements under the Australian Consumer Law, with the aim of ensuring your total satisfaction with our products.

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Please read the information below carefully to fully understand your rights under this policy and our obligations to you.

 

Change of Mind Returns

Each Pet Remembrance Book Box is individually customised to your pet. Consequently, we are unable to accept returns due to change of mind.  

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However, these products may be returned if they are faulty, not fit for purpose, or do not match the description provided.

 

Other Returns

Treasured Tails will accept product returns and offer exchange or refund in the following cases:

• The product is defective or of unsatisfactory quality;

• The product is unsuitable for its intended use;

• The product is different from the description;

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provided that you have suitable proof of purchase.

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Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods are not of acceptable quality and the failure does not amount to a major failure.

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When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.

Treasured Tails reserves the right to assess the condition and age of returned goods prior to providing an exchange or refund. This may result in a repair, exchange or refund being refused.

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Proof of Purchase

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

• Online Tax Invoice;

• Financial statement such as a credit card statement or a bank statement (however, when the proof of purchase does not clearly itemise the goods, more than one type of proof of purchase may be required).

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Refunds will only be issued using your original payment method;

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How to return a product ordered from Treasured Tails Online

If you need to return or request a replacement for a faulty item please email treasuredtails.au@gmail.com with your order ID, full name, email and contact phone number.

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We try to answer all return/replacement requests within a 48 hour period.