Returns Policy
1. We have no control over how you fit or choose to use any of our products. We also have no control over how your animal may try to remove a coat. Please ensure you are happy with your items before using them.
2. If you are not happy with your item, you must return the item(s) within 7 calendar days of it being delivered to your location. Please check that you are eligible for a return by reading through the returns policy and send an email to kay@lilcracka.com to lodge your intention to return, including your
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- order number
- details of what items you will be returning
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3. We will get back to you within 48 hours to confirm the eligibility for return, and any processing fees applicable.
4. Returns lodged outside the 7 day period will not be accepted.
5. If you have purchased Reusable wee pads, diapers, wraps, Crates, Play Pens, Wood Chews or Vet bed, in which case, sales are final for hygiene reasons and are not eligible for a return.
6. Non-Refundable Shipping Charges
6a. Original shipping charges are non-refundable.
6b. Where items have been shipped to you under our Free Shipping Offer, our actual incurred shipping charge (or part thereof if part of the original order is being returned) will be deducted from your refund total. This amount will be advised when you lodge your intention to return an order.
7. Restocking Fee - If your item is eligible for return and you would like to return any of your goods under our change of mind returns policy, Lilcracka reserves the right to charge up to a 20% restocking fee to cover admin costs and other processing fees that we have incurred in processing your original order and your return.
8. Handmade Items - Some of the items we stock are handmade and will have handmade characteristics. These are not defects or faults and their uniqueness is to be embraced. These characteristics cannot be used as the basis for a refund.
9. Return in saleable condition.
9a. All items must be returned in all original re-sellable condition (unworn, unwashed, unaltered, unopened, unused, unassembled, undamaged and unmarked packaging & tags) 100% hair, dirt and smell free for a refund or credit.
9b. Missing and damaged packaging etc will not be accepted as a complete return. Please DO NOT attach letters, return forms, sticky tape, postage labels or stamps onto a product's original packaging. For all return items we must ensure we can resell your item as brand new. It is a fair policy.
10. Preparing your item for return - The item will remain your responsibility until it reaches us. Lilcracka will not be liable for any lost or damaged items being returned to us by you. For your own peace of mind we recommend you carefully repackage your item to avoid any damage during transportation and consider using express post or registered post to track your item. Please retain proof of postage until we have confirmed your refund has been processed.
11. Processing of a return.
11a. Once your returned purchase has undergone a quality control check, our team members will determine whether a refund or exchange will be offered in accordance with our Refund Policy. Please allow 7-14 business days from the time we receive your order for your return to be processed.
11b. Returns that are damaged or soiled (dirt, hair, smell) may not be accepted and may be sent back to the customer at your own cost. Lilcracka reserves the right not to refund item(s) that are not returned 100% hair free and in a re-saleable condition including all packaging, tags etc.
11c. We will notify you via email once your return has been processed and we will then refund your item at the purchase price, minus any incurred shipping costs and any processing fees, to the original method of payment.
11d. Lilcracka has the right to refuse returned goods if they do not meet our terms. If the item is deemed unfit for return, Lilcracka will notify you the return has been rejected and this decision is final. You then have the following options:
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- to have the item shipped back to you at your own cost
- to have the item recycled or disposed of.
11e. You will have 14 days to advise what course of action you would like us to take. After that, we will recycle your item.
Wrong Item
If you have received an item that is not what you had originally ordered, please contact us immediately, quoting your order number, name and address, details of the product received and product originally ordered, and whether you require a refund or replacement. We will then be in touch with how to proceed with the return of the incorrect item.
Sale Items / Final Items
Reduced items and sale items are final and are not eligible for return (credit / exchange or refund).
Pets vary in size and we strongly encourage you to watch our Measuring video and check our written measuring guide to measure your pet as accurately as possible.