Passwell Hand Rearing Food

1. Change of Mind Returns

If you change your mind about your purchase, you must notify us within 14 days of receiving the item.

If the item has already been shipped, you can return it at your own cost, and we will process a refund, minus a 15% restocking fee, provided the item meets the following conditions:

• The product is unopened, unused, and in its original packaging.
• The item is in re-saleable condition.

Hygiene and Safety Restrictions: For health, hygiene, and safety reasons, the following items cannot be returned for change of mind once opened or used:

• Pet bedding, blankets, and soft furnishings
• Grooming tools and personal care items (e.g., shampoos, dental care products)
• Food and treats (including edible products)
• Collars, leashes, toys, and feeding bowls that have come in direct contact with pets

We highly recommend reviewing our product descriptions and size guides to ensure you are purchasing the correct item for your pet, as incorrect sizing will not be accepted for return if the item has been opened or used.

2. Damaged or Faulty Goods

If your item arrives damaged or faulty, please contact us immediately to arrange a return. You may be required to provide photos of the damage for assessment.

In the event of a damaged or faulty item, we will offer one of the following remedies, in line with Australian Consumer Law:

• Replacement of the item (subject to availability)
• Full refund to your original payment method

We will cover any shipping costs associated with the return of damaged or faulty goods. Do not return the item without first contacting us, as we cannot refund shipping costs if the return was unarranged.

3. Exclusions for Returns

Please note that we will not provide refunds or replacements in the following circumstances:

• Normal wear and tear or damage due to misuse
• Failure to follow manufacturer’s instructions
• Products that are not fit for purpose due to incorrect use or lack of care
• Items returned without prior notification to our Customer Care Team

4. Warranty and Manufacturer Returns

Some of our products come with a manufacturer's warranty. If your product becomes faulty outside of our returns period, please contact us to obtain the manufacturer’s details. You will be responsible for any shipping costs to the manufacturer. If the manufacturer is unable to assist, we will do our best to provide additional support.

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