Refund policy

RETURN & REFUND POLICY — FIN, FUR & FEATHER

Last updated: 18/06/2026

We want you and your pets to be happy with every order. We offer a 30-day return policy for change of mind, which means you have 30 days after receiving your item to request a return.

This change-of-mind policy is offered in addition to your rights under the Australian Consumer Law (described below), which are not affected or limited by anything in this policy.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at FFFFriendstore@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS].

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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

DAMAGES AND ISSUES

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, this means our goods must be of acceptable quality, match their description, and be reasonably fit for any purpose we or the manufacturer told you they would be fit for.

If an item has a problem:

• For a major failure (for example, the item is unsafe, is significantly different from its description, or wouldn't have been bought by a reasonable consumer who knew about the problem), you can choose a refund or a replacement, and you may also be entitled to compensation for any other reasonably foreseeable loss or damage.
• For a minor problem that can be fixed, we may choose to repair the item, replace it, or refund you, within a reasonable time.

These rights apply regardless of the 30-day change-of-mind window, and they apply even to items that are otherwise excluded from change-of-mind returns below (including sale items). Where an item is faulty, not as described, or not fit for purpose, we will cover the reasonable cost of returning it to us. Please keep your proof of purchase.

EXCEPTIONS / NON-RETURNABLE ITEMS

For change-of-mind returns, certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as grooming or beauty products). We also do not accept change-of-mind returns for hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept change-of-mind returns on sale items or gift cards.

These change-of-mind exclusions do not limit your rights under the Australian Consumer Law. If any of these items is faulty, not as described, or not fit for purpose, the rights described in the section above still apply.

Please get in touch if you have any questions or concerns about your specific item.

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

CONTACT

Questions about this Return & Refund Policy can be sent to us at FFFFriendstore@gmail.com.