Returns Policy

Poppy’s Pet Bed: Returns Policy

Last Updated: 30 May 2022

1. Introduction

This Returns Policy (Returns Policy) applies to all purchases from us. This Returns Policy is incorporated by reference into our Terms and Conditions (Terms) and any capitalised terms not defined in this Returns Policy are defined in the Terms. You agree to comply with all Terms when accessing or using our Services, including this Returns Policy.

2. Change of Mind Returns

Due to the nature of the Goods we sell, we do not accept returns for change of mind.

3. Manufacturer’s Warranty

We provide a 12 month warranty which operates in addition to your rights under the Australian Consumer Law. This warranty is given in addition to the Consumer Guarantees and does not exclude them.

This warranty is not transferable and covers you only if you are the original purchaser and current owner of the Goods for which you are seeking recourse.

3.1 What the manufacturer’s warranty covers

This warranty is designed to protect you, the consumer, from faulty workmanship and defects in the material, subject to the limitations below:

  • Natural settling and softening of materials;
  • Comfort preference;
  • Normal wear and tear;
  • Incorrect washing, drying or cleaning of the product causing defect;
  • Physical abuse or damage, which includes but is not limited to: stains, smoke or water damage, soiled or unsanitary mattress, burns, rips or tears;
  • Minor imperfections and slight cosmetic flaws; and
  • Natural aroma from materials used.

3.2 How to make a claim

In the event that the Goods are faulty, damaged or broken, contact us at:

Poppy’s Pet Bed

Address: Suite 1/ 539 Highett Rd. Highett, Vic.

Phone: 1800 953 322

Email: info@poppyspetbed.com.au

You must contact us within a reasonable time of your purchase with the following details:

  • Order number;
  • Photo of the faulty Goods and a description of the fault(s); and
  • Proof of purchase in the form of your confirmation email or original tax invoice must accompany your request.

Products will be carefully examined by our team against our quality standards to ascertain whether you have a valid warranty claim. We can assist you with a replacement, repair, refund or store credit, provided that upon assessment by us the Good is considered damaged, broken or faulty. If you were informed that the items were faulty at the time of the purchase, you will not be eligible to a return for the disclosed fault.

3.3 Return Postage

If we accept your warranty claim, you may be required to return the product to us via post.

If you are required to return the product by post, you must incur the initial return shipping costs and if we determine the product to be the subject of a warranty claim, you will receive full reimbursement of these shipping costs.

We take no responsibility where an item that is returned to us by post is not received by us or is lost or damaged. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the purchaser until received by us. Returned items must be sent by a prepaid method of shipping.

3.4 What we will do if a claim is made under the warranty

Please note that any repair or replacement of a product under this warranty will not extend the original period of limited warranty on the item that you purchase, nor will the repair or replacement result in you being provided with a new limited warranty period (unless required by law).

4. Faulty Goods under Consumer Law

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure.

In the event that the Goods are faulty, damaged or broken, contact us at info@poppyspetbeds.com.au within a reasonable time of your purchase with the following details:

  • Order number;
  • Photo of the faulty Goods and a description of the fault(s); and
  • Proof of purchase in the form of your confirmation email or original tax invoice must accompany your request.

We reserve the right to require you to post the faulty Good to us for assessment as a faulty good (at your cost initially, with this cost being reimbursed to you if the Good is deemed to be faulty by us upon assessment).

We can assist you with a replacement, repair, refund or store credit, provided that upon assessment by us:

  • the Good is considered damaged, broken or faulty or in breach of Australian Consumer Law; or
  • the Good varies significantly to the description and/or images on the Sites; or
  • the Good delivered is not the item that was ordered; or
  • the Good is otherwise in breach of Australian Consumer Law.

If you were informed that the items were faulty at the time of the purchase, you will not be eligible to a return for the disclosed fault.

We reserve the right not to accept a return where the fault occurs due to a customers misuse, neglect or reasonable wear and tear. To the maximum extent permitted by law, we will not be liable for any defect or damage to the Goods which may be caused or partly caused by or arise as a result of:

  • your failure to properly maintain or store the Goods;
  • your use of the Goods for any purpose other than that for which they were designed;
  • your failure to follow any instructions or guidelines provided by us, including any care instructions; or
  • fair wear and tear, any accident, or act of God.

5. Returns Process

Except in the case of returns of Faulty Goods, original shipping charges are non-refundable and shipping charges for change of mind returns are your responsibility.

You acknowledge and agree that we will not be liable for missing deliveries of returned Goods. We encourage you to return your Goods via registered or traceable postal services as return parcels remain your responsibility until received by us. Returned items must be sent by a prepaid method of shipping.

6. Replacements and Exchanges

Please note that we may not be able to offer a replacement or exchange on some Goods if there is no longer stock available.

7. Refund Tender

Refunds

  • If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.
  • Please note that processing of refunds can take up to seven (7) business days to show on your account due to varying processing times between payment providers.

Store Credit

  • If you are to receive online store credit, the credits are applied to your account or through the issue of a coupon code once your return has been processed.
  • Please allow up to three (3) business days for store credit to be applied from the date on which we receive your items.
  • Store credits are valid for three (3) years before expiry.
  • You can check your store credit balance by logging on to your account. To use your store credits you will have the option in the checkout on the payment step.

8. Amendment

This Policy may be amended from time to time by us, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check our current Terms and Conditions, before making any purchase. Our agents, employees and third parties do not have authority to change this Policy or our Terms and Conditions.

9. Contact Us

If you have any enquiries regarding your return or our Returns Policy, you may contact our customer service team through email at info@poppyspetbeds.com.au.