Our returns policy is in addition to your rights under the Australian Consumer Law, because we want you to be happy with your purchase.
Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Change of mind returns
Due to the custom nature of the goods and services sold change of mind return is not available
Patch & Purr will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:
These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.
Patch & Purr will accept product returns and provide you with an exchange voucher, refund or repair where:
Patch & Purr may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Patch & Purr reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.
Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence, should be addressed to our Patch & Purr Customer Service team using the ‘Contact us’ option on the Patch & Purr website (www.patchandpurr.com.au).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.
When returning a product, with adequate proof of purchase, you will be asked for your consent as authorisation of the return transaction. This information may be accessed by authorised Patch & Purr team members for fraud investigations and fraud protection activities. Information collected will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request, as required by law.
Non-Patch & Purr branded product may not be accepted for return without adequate proof of purchase, unless it is covered by the consumer guarantees.
Patch & Purr reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
If you wish to access your personal information, please contact 1300 112 711 Customer Service at email@example.com
Proof of Purchase
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
How to return a product ordered on Patch & Purr Online
If you need to return or request a replacement for a faulty item please email firstname.lastname@example.org with your order ID, full name, email and contact phone number.
Alternatively, you can call our team directly on 1300 112 711 who will be able to assist you.
We endeavour to answer all return/replacement requests within a 48 hour period.
Patch & Purr offers pet cremations for when your loved one is no longer by your side, but forever in your heart.
We strive to treat your loyal friend with the care and respect they deserve at every step of the way. Call us 24/7 on 1300 112 711 or use the contact form below to speak to a Patch & Purr team member.