Returns & Exchange Policy

As pet owners ourselves, we understand the uncertainty and difficulty of shopping online at times, that’s why we have come up with a few great policies regarding returns, refunds & exchange of items to make your life easier when shopping with us. Teacup Nethies is committed to working through any issues you may encounter, and we will strive to make it the best possible experience within the circumstances and in accordance with our polices and the Australian Law.  Please note that all returns, refunds & exchanges require proof of purchase in order to be processed.

Refunds & Exchanges

All Goods submitted for a refund, exchange or credit, are subject to the following criteria as outlined below:

  • Used, opened, damaged* or soiled goods will not be accepted. **
  • Order purchase date still remains within 14 days of the shipping date. If 14 days have elapsed since the shipping date of this order, then unfortunately we may not be able to offer you a return, refund or exchange.
  • A receipt or proof of purchase is required.
  • Returns can not be perishable goods such as food, treats or anything else considered perishable, due to strict health policies.
  • Teacup Nethies accepts no responsibility for loss or damage caused during transit to customer or return transit to Teacup Nethies.
  • The item was not a clearance item.

Note: Please order items as carefully as you can or ask us for our advice prior to making a purchase. Teacup Nethies will not offer refunds, exchanges or credit, based on incorrect choice, change of mind, or for the unsuitability of any products purchased outside of the above terms.

*  If you received the item already damaged or faulty, then please read the section below labelled “I have a received a faulty item from you, what should I do?”.

* * Unfortunately, due to the possibility of contamination by diseases, such as the “Calicivirus”, which can be spread via inanimate objects (toys, bedding, e.c.t), we request that all items must not be opened and that the item remains in its original packaging.

Returns Process

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

I have received a faulty item from you, what should I do?

If you have received a faulty item from us, we suggest you contact us immediately via our contact form or by email, before 14 days has elapsed of the initial purchase date. We may ask for photo’s of the damaged goods, so to make the process faster, we suggest writing a detailed description of the fault and providing photo evidence of the fault.

In the event that we require the goods to be returned and/or inspected in person, you will need to send it back to us in order to continue the return process. Follow the “What to return, shipping & return shipping charges” section of this policy, below.

If the fault in question is due to transit, then we recommend that you contact the shipping entity first (which in our case, is Australia Post), as we do not take responsibility for goods damaged when in transit. However, we will help you as best as we can.

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

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: 55 Wallace Street, Macksville, NSW, 2447, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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 will not be approved.