Refund policy

Our Commitment to You

At Perth Hills Sanctuary, we want you to be completely satisfied with your purchase. We understand that sometimes things don't work out, so we've created this Return and Refund Policy to ensure a smooth and transparent process for our customers.

Your Rights Under Australian Consumer Law

Our policy is compliant with the Australian Consumer Law (ACL), which provides you with certain guarantees on goods and services purchased in Australia. These guarantees mean that we are responsible for providing products that are:

• Of acceptable quality: Fit for the purpose they are sold, safe, durable, and free from defects.
• As described: Matching the description, sample, or demonstration model.
• Fit for purpose: Suitable for the purpose that you made known to us.

Change of Mind Returns

Unfortunately, we cannot offer refunds or exchanges simply because you have changed your mind about a product. We encourage you to carefully consider your purchase before placing your order.

Faulty or Damaged Goods

If you receive a product that is faulty, damaged, or significantly different from what was described, you may be entitled to a refund, repair, or replacement. Please contact us at [peter@perthhillssanctuary.com.au] within a reasonable timeframe after receiving your order, providing details of the issue and including photos if possible.

We will assess your claim and advise you of the available options. Depending on the nature of the problem, we may request that you return the faulty or damaged product to us for inspection.

Returning Goods

If you need to return a product, please follow these steps:

1. Contact us: Email us at [peter@perthhillssanctuary.com.au] to initiate the return process.
2. Packaging: Repackage the item securely in its original packaging, if possible.
3. Return Shipping: We will provide you with instructions on where to send the returned item. In some cases, we may provide a prepaid shipping label. You are responsible for the cost of return shipping unless the product is faulty or not as described.
4. Processing: Once we receive the returned item, we will inspect it and process your refund, repair, or replacement as appropriate.

Refunds

Refunds will be processed using the original payment method used for the purchase. Please allow 15 business days for the refund to be credited to your account.

Exchanges

If you wish to exchange a product for a different size or variant, please contact us to check availability. Exchanges are subject to the same conditions as returns.

Contact Us

If you have any questions or concerns about our Return and Refund Policy, please do not hesitate to contact us at [peter@perthhillssanctuary.com.au].   

 

This policy was last updated on 09/11/2024.