Refunds and Returns Policy - Queenies Pawprints

Returns & Refunds

SECTION 1 – 30 day returns:

We want you to love the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked, as long as the package has not been opened.

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.

You must contact us with your name and order number and our care team will be able to assist you.

Items returned must be in new condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item new in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.

Non-returnable items excluded from all change of mind returns include:

Products described as “made to order”
Clearance items
Personalised items
Gift Cards

Within 5 business days of receiving your return, and subject to confirming it is in new condition, we will issue you with a refund equal to the price you paid for the product, less the cost to ship the product to you. Delivery fee is not included in the refund, and the item must be returned at your own cost with a tracking number that can provide proof of delivery. We recommend adding insurance to the delivery.

To arrange a return, please contact us for assistance.

SECTION 2 – Exchange

In the case of purchasing the wrong item/size, you can return it for an exchange. Please follow the return procedure outlined in Section 1 (above).

Please note, if you are returning item for an exchange due to purchasing the wrong size, you will be responsible for the actual shipping costs to facilitate an exchange, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place, the cost of shipping back to us and the cost of shipping the exchange item from us to you. You are also liable to pay any price difference (in case the item you are exchanging for is more expensive than the originally purchased).

To facilitate an exchange, please send the original item to:

Queenie’s Pawprints

You must include your name, order number and the item/size you are requesting to exchange for.

SECTION 3 – Damaged in transit:

Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and the original packaging including the shipping label and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

Suggest a self repair (with an offer of compensation to you)
Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
Offer a partial or full store credit or refund
Replace the product (subject to availability)
Arrange for the product to be returned to us

If we require you to return the product to us, we will pay the cost of the return.

SECTION 4 – Wrong item delivered:

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

SECTION 5 – Faults and Warranty Claims:

Queenie’s Pawprints warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

Send you any missing parts or components
Suggest a method self repair (with an offer of compensation to you)
Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
Replace the product (subject to availability)
Offer you an alternative product
Offer a partial or full store credit or refund

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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

Normal wear and tear
Damage arising from improper assembly or modification
Damage arising from abnormal use or abuse
Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
Damage to external or product packaging only
Damage occuring during your own handling and transportation of goods
Insignificant minor variations in dimensions, colour, grain or finish
Insignificant minor imperfections or superficial blemishes

SECTION 6 – Cancellations

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them. Products described as ‘made to order’ cannot be cancelled. Please be advised, for Next day and Fast Track dispatch items, no cancellations or changes may be possible.

SECTION 7 – Your consumer rights:

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

SECTION 8 – Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.

SECTION 9 – Manufacturer warranties

In some cases products offered for sale on our website may be subject to a separate manufacturer’s warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help. We will be happy to liaise with the manufacturer for you but our liability will be limited to the refund of your purchase price.

SECTION 10 – Liability

To the extent permitted by law, we, our directors and employees, and third parties connected to us hereby expressly exclude:

All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website, products or services or in connection with the use, inability to use, or results of the use of our website, any websites linked to it and any materials posted on it, including, without limitation any liability for loss of income or revenue, loss or interruption of business, loss of profits or contracts, loss of anticipated savings, loss of data, loss of goodwill, wasted management or office time and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

This does not affect our liability for death or personal injury arising from our negligence, nor any other liability which cannot be excluded or limited under applicable law.

Without limitation to the foregoing, we acknowledge that the laws in certain jurisdictions including Australia may imply warranties and conditions or impose obligations on the supply of goods and services through or by means of our website which cannot be excluded, restricted or modified except to a limited extent. If any such laws apply, then to the fullest extent permitted by the law of the relevant jurisdiction, and in the case of Australia to the extent permitted by the Competition and Consumer Act 2010 (Cth), our liability is limited and if any liability remains it will be limited to any one or more of the following in our sole discretion:

in the case of any goods, the replacement or repair of the goods, or the supply of equivalent goods, or the payment of the cost of repairing or replacing the goods or supplying equivalent goods; and
in the case of any services, the supply of the services again or the payment of the cost of having the services supplied again.

Without limitation to the foregoing, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question. You agree to indemnify us, our directors, employees and representatives from and against all actions, claims, suits, demands, damages, liabilities or costs (including legal costs) arising from, or which is directly or indirectly related to the use of our website, or any other products or services accessed via our website.