Can you return a product?
You are entitled to a refund, replacement or credit from Happy Cat’s litter when an item purchased fails to meet one of the consumer guarantees as per the Australian Consumer Law, i.e. if the product:
• is faulty or of unacceptable quality
• does not match the description or sample
• is unfit for the intended purpose (i.e. does not do what it is meant to do)
• is not delivered in a reasonable time frame.
This also includes non-compliance with any applicable warranties or guarantees as set out by the manufacturer.
Proof of purchase is required for all returns, which can be in the form of your receipt/tax invoice, a debit/credit card statement, or online purchase transaction history.
The item must be returned within 30 days of purchase.
IMPORTANT – No credits, or refunds can be given without first contacting a Happy Cat’s Litter representative on email@example.com. We must issue you a return number and return address before you can send back any items. If you send back any items without the correct address and return number, we will not be able to refund you. Please ensure that you contact us prior to returning the goods, since we can only offer refunds when we have arranged pickup and return through our courier service.
How do I return a product purchased online?
If you would like to return an item to Happy Cat’s Litter, please contact our Happy Cat’s Litter online customer service team, at firstname.lastname@example.org, to assist with organising the best method of shipping for your return or exchange.
Please include your name, phone number, the name of the product in question and your reason for return (e.g. faulty item).
The order I received was damaged, what do I do?
If you received a damaged shipment or product, please email photos of the damaged item to email@example.com, include your invoice number and name, and we will work with you to resolve the issue.
If we have made an error with shipping, please contact us and we will arrange for the problem to be resolved at our cost. However, shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised.
Who pays for the return of my purchase?
Happy Cat’s Litter will cover any associated delivery charges for the return of any products which fail to meet the consumer guarantees as per Australian Consumer Law (see ‘Can you return a product?’ above), provided they are returned to us using the recommended shipping method (as discussed with a Happy Cat’s Litter Online customer service team member). Any return delivery charges will be added to your refund amount once processed. We will also refund the cost of the original delivery and pay for the delivery of any replacement item.
How long will my refund take?
Please allow 14 business days for the return to be processed after your item arrives at our warehouse.
If you have received confirmation from Happy Cat’s Litter that your product needs to be returned – What now?
• Package the item(s) for return:
You will need to repack the product well enough for shipping to prevent further damage. We cannot be held responsible for any damage caused during return transit due to inadequate protection. Any physical damage caused may also void any existing warranty coverage on the product. Be sure to retain your shipping information for tracking purposes, to ensure the package arrives safely at our warehouse.
• What to include with the return:
Along with the faulty goods please include a copy of your receipt (not the original) and a fault description with sufficient details to highlight any suspected faults. Please be sure to also include your personal contact information in case these details have changed since the time of your purchase.
• Addressing and labelling:
Contact us via email for our return delivery address. Add this and your Online Order Number (for example #1234) on the outside of the packaging. This will ensure your return is handled by the correct department and will avoid possible delays. Failure to label the return correctly could result in the parcel not being accepted by our staff.
Please do not return goods to us C.O.D under any circumstances. Goods returned to us this way cannot and will not be accepted.
You may lodge an enquiry via email to find out the current status of your returned goods. This email should include your online order number. A member of our staff will then contact you to advise how your claim is progressing. A courtesy email will be sent once your goods have been returned from the supplier and are ready to be re-dispatched.
Note: Please be sure to allow sufficient time for the warranty to be processed before making requests about your returned goods.
If you have changed your mind (no return)
Note: Please order items carefully or ask for our advice prior to making a purchase. Happy Cat’s Litter will not offer refunds or credit based on incorrect choice or for the unsuitability of any products purchased, outside of the above terms.