1. Introduction

This Returns Policy (ReturnsPolicy) applies to all returns of purchases made on our Website or via our Online Sales Representatives. This Returns Policy is incorporated by reference into our Terms and Conditions (Terms) and any capitalised terms not defined in this Returns Policy are defined in the Terms. You agree to comply with all Terms when accessing or using our Services, including this Returns Policy.

2. Consumer Guarantees

This Returns Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law (ACL).

Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (Consumer Guarantees). You are entitled to a replacement or a 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. This Returns Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

3. Returns for Change of Mind

Backyard Cat Enclosures may accept an exchange of product or credit for change of mind within 14 days of the date of your purchase subject to your compliance with the Return Conditions outlined below. However, you acknowledge and agree that you will be responsible for 1) Transportation costs back to our warehouse and 2) transportation costs of the new product to you for a change of mind return. Backyard Cat Enclosures will not accept an exchange for change of mind after the 14 day timeline.

Please note however that Backyard Cat Enclosures reserves the right to refuse an exchange for a change of mind at our discretion, including on the basis of a failure to adhere to these Return Conditions or a failure to comply with this Returns Policy.

If a change of mind is brought to Backyard Cat Enclosures prior to your item/s being dispatched, you may be entitled to a credit. Please note - we do not issue a refund for a change of mind. This policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law (ACL).

Change of Mind Return Conditions

In order for Backyard Cat Enclosures to process your change of mind return:

a. the Goods(s) must be in saleable condition (except in the case of Faulty Goods);

b. the Goods(s) must be unopened and undamaged (except in the case of Faulty Goods), in their original condition with all original tags are attached and/or are in their original packaging;

c. return requests must include an Order Number, Description and Reason for Return; and

d. proof of purchase in the form of your order invoice or receipt must accompany your return request.

4. Returns of Faulty Goods

If you would like to return a Good that is faulty or as otherwise required in accordance with Australian Consumer Law (Faulty), Backyard Cat Enclosures will accept returns as set out below.

If you believe your Good is Faulty, please contact us with a photograph and description of the fault and your proof of purchase within a reasonable time after purchase. We will then issue you with a Return Authorisation and provide instructions to return the Good to us.

Once the Good is received, assessed by us and deemed to be Faulty, we will provide you with a repair, replacement, refund on the faulty Good subject to our obligations under the ACL plus a refund of the return shipping costs incurred by you.

To the maximum extent permitted by law, Backyard Cat Enclosures shall not be liable for any defect or damage to the Goods which may be caused or partly caused by or arise as a result of:

a. you failing to properly maintain or store the Goods;

b. you using the Goods for any purpose other than that for which they were designed;

c. you continuing the use of any Products after any defect became apparent or should have become apparent to a reasonably prudent operator or user;

d. you failing to follow any instructions or guidelines provided by Backyard Cat Enclosures; or

e. fair wear and tear, any accident, or act of God.

5. Cancellation of services

If you have purchased assembly services, the terms of such services are outlined in our Assembly Services Terms and Conditions. You acknowledge and agree that cancellations of assembly services will incur a $50.00 cancellation fee for change of mind only. If we are not able to find a contractor for the assembly within 14 business days, you are entitled to a full refund for the assembly service.Please note the price you pay is a quote only and may change based on the availability of contractors in your area. You will be notified prior with the difference in payment. Please note if you choose to cancel the assembly service you are not entitled to a refund of your goods. 

5. (a) Cancellation of Lay-by

If you have commenced a lay-by with us, and request to cancel the lay-by at any time, you are welcome to keep the funds you have paid as a credit to use on other products in stock, in store. We do not offer a refund for the cancellation of a Lay-by. This policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law (ACL).

6. Delivery and Shipping

Except in the case of returns of Faulty Goods, original shipping charges are non-refundable and shipping charges for change of mind returns are your responsibility. You acknowledge and agree that you will be responsible for 1) transportation costs back to our warehouse and 2) transportation costs of the new product to you for a change of mind return.

You acknowledge and agree that Backyard Cat Enclosures will not be liable for missing deliveries of returned Goods. We encourage you to return your Goods via registered or traceable postal services as return parcels remain the responsibility of the purchaser until received by Backyard Cat Enclosures. Returned items must be sent by a prepaid method of shipping.

7. Repairs, Replacements and Exchanges

Please note that we may not be able to offer a repair, replacement or exchange on some Goods if there is no longer stock available or if a spare part is not available. If your return is accepted by us and no replacement is available, you may be able to return your Goods or elect to receive a refund.

Except in the case of returns for Faulty Goods, if you wish to purchase a spare part, such parts are charged at the quote specified by us plus shipping, subject to availability.

8. Refund Tender

If you are entitled to a refund, your refund will be returned in the same manner as your original payment method. Please note that processing of refunds can take up to 10 business days to show on your account due to varying processing times between payment providers.

9. Amendment

This Returns Policy may be amended from time to time by Backyard Cat Enclosures, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check our Terms and Conditions, before making any purchase.

10. Contact Us

If you have any enquiries regarding your return or our Returns Policy, you may contact our customer service team via our Live Chat on the email us via our website.