Returns & Exchange Policy

As pet owners ourselves, we understand the uncertainty of shopping online. We have established policies to assist with returns, refunds, and exchanges to enhance your shopping experience with Teacup Nethies. We commit to resolving any issues in accordance with our policies and Australian law. Proof of purchase is required for all returns, refunds, and exchanges.

Eligibility for Returns & Exchanges

You may return most new, unopened items within the below mentioned time frame (for each country) of delivery for a full refund or exchange. Items must be in their original condition, with all tags and packaging intact.

• Australia & New Zealand: 30 Day return window.
• United States of America (USA): 45 Day return window.
• Canada: 45 day return window.

We accept returns and exchanges for the following reasons:

• Incorrect Item Received
• Defective or Damaged Items* (items eligible under our 1-Year Warranty are covered for material or craftsmanship defects for one year)
• Size or Fit Issues due to our error.

We may not accept returns or exchanges for the following reasons:

• Used, opened (if applicable), or soiled goods.
• Damaged after successful delivery by customer/s, other individual/s, animal/s or pet/s.
• Change of mind or buyer’s remorse. We generally do not offer refunds, returns, credit, or exchanges, as most of our products are made-to-order, but this will be evaluated on a case-by-case basis **. Please note that our 1-Year Warranty applies only to defects in materials or craftsmanship
• Perishable goods such as food and treats cannot be returned unless faulty.

How to Initiate a Return

Before returning any item to Teacup Nethies, please contact us. No credit, refund or exchange can be processed until you have spoken to us.

• Contact Us: Email us at elise@teacupnethies.com.au with your order number and reason for return.
• Return Approval: Once your return is approved, you will receive a shipping label that you can print from any printer.
• Shipping Your Return: Pack the item(s) securely. Ship the package to the address or with the shipping label provided by us. See “What to return, shipping & return shipping charges” for our costs for returns.

I have received a faulty item from you. What should I do?

If you have received a faulty item from us, please contact us immediately via our contact form or by email at elise@teacupnethies.com.au, before the timeframe for your country (See “Eligibility for Returns & Exchanges“) has elapsed from the order completion date. To help us resolve the issue quickly, please provide a detailed description of the fault and include photos if possible.

If the item qualifies under our 1-Year Warranty (covering defects in materials or craftsmanship), we will provide repair or replacement options. Please mention the warranty claim in your message. Products not covered by the warranty are subject to our standard returns policy.

If we require the goods to be returned and/or inspected in person, you will need to send them back to us to continue the return process. Please follow the ‘What to return, shipping & return shipping charges‘ section of this policy, below.

We understand that items can sometimes be damaged during transit, and we’re here to help. If you purchased shipping protection, you’re fully covered for any transit-related issues, and we’ll work with you to resolve the problem promptly. If you didn’t select shipping protection, we’ll still assist you by guiding you through the process of filing a claim with the shipping carrier (Australia Post or Aramex, as specified in your tracking number). While we are not responsible for transit damage in cases without shipping protection, we want to support you in any way we can.

Your satisfaction is important to us, so please don’t hesitate to reach out for assistance.

We reserve the right to reject a refund, return, or exchange if we deem it appropriate.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this, and you still have not received your refund yet, please contact us via our various contact methods on our contact page.

What to return, shipping & return shipping charges

If you have been asked to return your product for further inspection or exchange your product, you should mail your complete product including manuals, boxes or other accessories that may have been included with the product to: 10 Main Street, Eungai Creek, NSW, 2441, Australia. You may be responsible for paying for your own shipping costs for returning your item if it is outside the terms mention earlier under heading “We accept returns and exchanges for the following reasons“.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You are responsible for any damages or losses that occurred to the item when returning the item back to us. We recommend making sure the parcel is insured and packed correctly before sending it back.

If you have any more questions about shipping, such as a missing parcel, then please read our Delivery & Shipping Policy

Order Cancellations & Refunds

Order cancellations are determined on a case-by-case basis. If you request a cancellation, you will need to do so before the item is packaged and sent, otherwise, your cancellation may not be possible, and will incur additionally shipping fee’s to have returned to us if we deem the reason for the cancellation acceptable.