Barwon Hay make every effort to be fully transparent at all times. Accordingly, we have developed this Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns applying to our online stores.
Refunds & Returns
Our policy lasts 30 days. After 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.
Your entitlement to a refund or replacement
You will be entitled to a refund or replacement where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or replacement if an item has a major problem, or it was wrongly described in our item listing. We do not provide refunds or replacements if you change your mind.
In the event that you believe that you are entitled to a refund or replacement, we recommend that you first email us and provide us with:
Your full name and address;
The original order number or receipt; and
The reason for claiming the refund or replacement (including photos if applicable).
Please note that we will not offer you a refund or replacement if you have modified the item, misused the item contrary to user instructions or packaging labels, not stored the item correctly, or you were made aware of the problem(s) before you purchased it.
Natural Variations
We do not accept returns where the claimed problem is a natural variation in the item. For example (without limitation) if there is a change in flavour, texture, colour or a rabbit will not eat or respond to an item as it previously did.
When we sell 100% natural products, there will be some natural variations in the material. For example (without limitation) when we sell hay, it is common that there is discoloration. This is a natural variation in the product and does not constitute a defect.
Returning items to us
If you wish to return an item to us, it needs to be initiated within 30 days of purchase.
Delayed claims for refunds or replacements may lead to your request for a refund or replacement being rejected.
We reserve the right to assess the condition of a returned item prior to offering a refund or replacement. This may result in a refund or replacement being refused by us including but not limited to situations where the item is not in its original condition.
Replacement and refund valuation
You may be entitled to a refund equal to the price you paid for the item. All replacements will be a new version of the same item.
In some instances, we may agree to offer you an exchange for another item of similar value.
The value of a returned item is determined by the amount paid and listed on your invoice or receipt. If you are exchanging for a new item, the value of the item is determined by the price listed online or in store at the time your exchange is processed.
Exchanges are subject to availability. If another item is not available at the time, you will receive a refund or store credit in our absolute discretion.
Returns Shipping
We recommend you return the item to us via a method that allows delivery to be tracked. All shipping costs will be the responsibility of the customer, until such time that we have confirmed that there is a fault with any items.
Provision of refunds or replacements to you
If after assessing the condition of the returned item/s, your refund is approved, we will send you an email confirming that your refund will be issued. Please allow 5 business days for refunds to be processed (longer during sales periods).
All refunds will be issued via the same payment method used to purchase the items. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within 5 business days of us notifying you that a refund has been issued.
Enquiries
Please email us at [email protected] if you have any questions regarding our Refunds & Returns Policy.
See our Shipping Policy for shipping information.
