RETURNS/REFUND POLICY
Returns and refunds will be carried out in accordance with Australian Consumer Law as determined by information from the ACCC (https://www.accc.gov.au/consumers).
RETURNS
To be eligible for a return, your item must be returned within 14 days from receipt of delivery with all accessories that came with the product and please return your item in the original packaging. It is the buyers responsibility to pay for the return shipping costs. Once the product has been assessed and is eligible for refund or a valid warranty claim, we will reimburse you for the shipping cost incurred.
Returned items that have been assessed to have a minor manufacturing fault will be repaired or replaced at our discretion and will not be subject to any fees.
Products which have been assessed to have a major manufacturing fault may be eligible for a refund, and will be subject to the assessment and approval of PUREPLUSH AUSTRALIA PTY LTD.
To aid us in diagnosing a fault or assisting you with the issue, we may request video evidence of the claimed fault before we initiate the returns process
Any products returned which are claimed to be faulty but are assessed to be not covered under warranty will incur a re-dispatch fee to cover return postage.
Any product which has been physically damaged due to user error, neglect, accidental damage or is used in a way not in accordance with the manufacturers intended use will void the item’s eligibility for a return and warranty claim.
We allow exchange on unopened, unsealed and unused goods. It is the buyers responsibility to ship the goods back to us and pay for re-shipment fees. Please contact us first to qualify for an exchange.
If goods arrive damaged or incorrect, please email us photos. Once we have assessed and approved your claim we will give you a return shipping label to ship the goods back to us. Once we receive the goods back, we will ship your order out again.
REFUNDS/STORE CREDITS (WHEN APPLICABLE)
Please shop with the intention to own as we do not accept change of mind refunds.
All refund and store credit decisions will be assessed and require approval by PurePlush Australia Pty Ltd. We reserve the right to refuse a refund if you do not comply or are not within the guidelines of our Return/Refund Policy. Refunds and Store Credits will not be issued until the goods are received by us, and have been assessed with a valid fault.
If your return is approved, we will initiate a refund to your original method of payment within 5 business days. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
Contact information
hello@pureplushaustralia.com.au
Please include your order number and contact details to identify your return.
Do not send a return unless we have processed and approved your claim.
