Returns Policy & 30-Day Guarantee
OUR RETURNS & EXCHANGES POLICY
There will always an element of trial and error in finding the most suitable products for your individual pet. We ask that you keep this in mind when choosing products.
Whilst every effort is made to make descriptions as accurate as possible, errors may unintentionally occur. In the case of an error made by Creative Home Online, we will attempt to rectify this at no extra cost to you.
We don't place many restrictions on returns however if you decide you wish to cancel or return an order the return shipping costs must be paid by you. We do accept change of mind returns however there may be a restocking fee and you will be required to cover the cost of return postage.
Cancellations of "pay over time" orders (Zip/Afterpay) will incur a cancellation fee as some providers do not refund merchant fees. We only charge the amount we are charged.
We guarantee that the product you receive is without faults and can be used for the intended purpose. We understand that you might make a mistake, so we want to make it easier for you with our No Hassles Guarantee.
If you change your mind, or have just decided the product is not right for you, please get in touch with us first. Send an email describing the problem to: firstname.lastname@example.org. Include your order number and the item/s to be returned - we'll assess, and will advise next steps.
Goods returned for refund are subject to the following criteria:
- All goods returned must be in new, unopened condition with all seals intact.
- Used, damaged or soiled returns will not be accepted and will be returned at the customer’s expense.
- Customers are responsible for postage costs associated with returning goods for refund, credit or exchange (errors excluded).
- Creative Home Online accepts no responsibility for loss or damage caused during return transit.
As per consumer law we may sometimes be unable to accept returns on items where health and safety regulations prevent us from being able to re-sell items. (Excluding warranty items or any cases we make an error).
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers. We thank you as by co-operating with our procedure we can ensure an easy return or warranty claim process.
Please notify Creative Home Online within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, we ask you to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty or return process.
Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return an item without our approval. We will issue you with confirmation that will include an address for shipping. We ship from multiple warehouses so please do not return an item to the address on the parcel.
Returns and refunds will be processed within fourteen business days of receipt of the returned item/s.
Please do not return items by COD or Return to Sender - contact us before you return anything. Any items returned to sender for any reason (including refusal, wrong address and unclaimed) will be refunded minus the Auspost return to sender fee of $13 plus any merchant fees (such as 15% Afterpay and Zip).
Please note: From time to time, product packaging or minor details may be updated without notice. Rest assured that the product you have purchased is exactly as described, even if the packaging is not what you see in the images provided.
If a product has been deemed to be damaged or defective on arrival, we (or our local distributor / manufacturer, if applicable) will replace a product or product part as deemed appropriate.
Creative Home Online offers a 30 day money back guarantee on all products sold. After this time products are covered by the respective manufacturer’s warranty. Although we aim to provide a fast and efficient turnaround of faulty goods, it’s important to note we cannot always offer instant replacements. Delays may range from 2-4 weeks should we need to seek assistance from suppliers or manufacturers.
The warranty is voided where damage to the product is caused by reason other than the manufacturer's defects, accident, misuse, improper use, abuse, faulty operation contrary to recommended usage, transportation damage or when product has been tampered, altered, modified, converted, repaired or serviced other than by us or when this warranty has been tampered, amended and also on cosmetic damages, wear n' tear, damage to accessories.
Please note: From time to time, product packaging may be updated by brands without notice. Rest assured that the product you have purchased is exactly as described, even if the packaging is not what you see in the images provided.
Refunds and Afterpay or Zippay
If you choose to cancel an order made through Afterpay or Zippay prior to dispatch for any reason, the refund will be processed less the Afterpay and Zippay merchant fee of 15%.
Making changes and cancelling an order
Please take care when placing orders.
Customer service is our highest priority for the large number of orders we process every day. Unfortunately, due to the nature of our automation, we are unable to make changes or cancel orders once they are placed. Orders are processed in real time by a 3rd party so that we can get them to you accurately and quickly.
If you need to change your order, please let our team know and we will let you know our returns process. It is important that you do not return your order via “Return to Sender” as this will incur Auspost fees that are non-refundable.
Thanks for understanding.