Refund policy

Entitlement to Repair, Replacement or Refund

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a repair, replacement or refund for a major problem and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major problem.

A major problem means the product:

• is unsafe
• is very different from the description or sample
• has either one serious problem or several smaller problems that would stop someone buying the product if they knew about them beforehand
• can’t be used for its normal purpose, or another purpose the consumer told the seller about before they bought it, and can’t easily be fixed within a reasonable time.

You are not entitled to a repair, replacement or refund if:

• you simply changed your mind
• you misused the product in a way that contributed to the problem

How to Initiate a Repair, Replacement or Refund

If you would like a repair, replacement or refund, please email ruth@threeraysanimalapothecary.com.au providing a detailed description of the problem with the product/s you ordered and whether you would like a repair, replacement or refund.

Damages and Issues

Please inspect your order upon receipt and email us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and correct it for you.

We do not accept returns of bespoke products.