Refund policy

At Festive Furball, we want you and your furry friend to be happy with your order. Our RRR (Return, Refund, Replace) Policy explains how we handle all of these factors.

1. Change-of-Mind Returns

We accept change-of-mind returns when the item is unused, unopened and in its original packaging, and is in mint, resalable condition.

  • Please contact us before sending anything back.
  • The item must be returned in its original condition and suitable for resale.
  • Return postage for a change-of-mind return is the customer's responsibility.
  • Once the returned item has been received and inspected, we will process the applicable refund.
  • Change-of-mind returns do not apply where the item has been opened or used, unless otherwise required by law.

2. Damaged or Faulty Items

If your item arrives damaged, faulty or defective, please contact us as soon as possible. Opening the package does not prevent you from making a claim for a damaged or faulty item.

We may ask for photos or video so we can assess the issue.

Depending on the circumstances and your rights under Australian Consumer Law, we may provide a replacement, refund or another appropriate remedy.

3. Incorrect Item

If you receive an item that is different from what you ordered, please contact us.

We will work with you to provide the appropriate remedy, which may include a replacement or refund.

4. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Where the law gives you a right to a remedy, those rights apply regardless of whether an item has been opened or used.

5. How to Request a Return, Refund or Replacement

Contact Festive Furball with your order number and a description of the issue.

For damaged, faulty or incorrect items, please include clear photos or video where appropriate.

We will review your request and let you know the next steps.

Important: Please contact us before returning an item. We may not be able to accept returns sent without prior approval or to an address other than the one we provide.

This RRR Policy applies to voluntary change-of-mind returns as described above and does not limit your rights under Australian Consumer Law.