Consumer guarantees apply under Australian Consumer Law.
Unfortunately, sometimes things get damaged in transit. We will replace any parts damaged in transit free of charge at our discretion.
Please email us (firstname.lastname@example.org) and advise your order details within 14 days of receiving your order. We will ask for a photo clearly showing the damaged part(s) so we can identify them. This must be done before using the product or modifying it.
Sometimes a partial refund may be offered instead of parts, at our option, if the product can be repaired easily by the customer. Prior approval is required.
If the customer refuses replacement parts, then it is at their cost to return the goods for a refund less freight charges.
In the rare instance a part is missing let us know exactly what part it is and we will send it to you ASAP.
Any problems must be advised within 14 days of receipt of the goods. We do not offer an extended warranty except those implied by Australian Consumer Law.
See our Terms & Conditions: https://www.coopsandcages.com.au/terms-and-conditions/
We are not obliged to accept returns for change of mind.
However, we will accept a change of mind returns for up to 15 days from purchase only.
You must obtain prior authorisation from us before returning goods, and all returns must contain relevant order/contact details before a refund can be actioned.
Products must be sent back unused with no damage and a refund less freight will be given.
We have no re stocking fee but if payment was made via Afterpay we will deduct the Afterpay fees from your refund amount.
If a product is too large to return we can arrange pick up and refund will be less return freight also.
Refunds will be in the same manner as payment was received.
If you have any questions, please email us.
This does happen from time to time and there are a couple of reasons and quick fixes to this:
- The email might be in your junk or spam folder. This happens due to the settings on your emails spam filter, as they might believe that the ‘order’, ‘invoice’ or ‘shipping’ template emails are spam advertising, etc.
- If you cannot find the emails in there, simply notify us via email: email@example.com that you have not received any communication (as we cannot see if it gets caught in your spam or junk folder) and we will send you through your ‘Tracking Details’ or ‘Order Invoice’ or any other information that you may require.
As we dispatch orders so quickly, we will always try to cancel the order upon your request, however there is a high probability that your product has already gone out.
If the product has already gone out of our warehouse and you would still like to go ahead with cancelling the order, please see the process for receiving a ‘refund’.
We do accept you changing your mind as it does happen from time to time. However, we do ship out products as soon as we possibly can so we need to be informed ASAP. Please phone us immediately if this is the case.