Refund / Returns Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must show physical damage, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We don’t accept returns/refunds if you simply “changed your mind”
We reserve the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
Proof of Purchase
To complete your return, we require a receipt or proof of purchase. Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Online Tax Invoice (order confirmations will not be accepted)
- Financial Statement (i.e bank statement, credit card statement)
- Proof of purchase is the original Hay Straws receipt
- Online proof of purchase when calling Customer Service also includes PayPal statements.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
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 at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com with pictures, proof of purchase, and order number.
To return your product, you should mail your product to: Suite 102, 25 Angas Street, Meadowbank, NSW, 2114, 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 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.