The holidays can be a whirlwind, so we’re giving you way more wiggle room. For all purchases made between November 25th and December 24th, we extend our normal 14-day window! You have until January 14th of the new year to request a return. Plenty of time to unwrap, decide, and (maybe) re-wrap!

Step One: Reach Out to Us 📧
Don’t just toss your item in the mail—we need to chat first! Email us at cs@pailrabbit.com to get a Return Authorisation (RA) number. All we need is:

• Proof of purchase (Your order number or E-Receipt).
• Your name and address.
• A quick note about why you’re returning it.

🌿 Going Green: As part of our commitment to the environment, we no longer include paper invoices in our parcels! Your Order Confirmation and E-Receipt emails now serve as your official proof of purchase.

The Golden 14-Day Window ⏳
For change of mind returns, you must email us to request a Return Authorisation within 14 days of your package being delivered (we go by the delivery date on your tracking link!).

Costs & Fees

Original Shipping Fees: Please note that original outbound shipping costs are non-refundable for change-of-mind returns.

Return Shipping: For change of mind returns, you must cover the shipping cost of sending the item back to us.

Handling & Restocking Fee: To help cover outbound fulfillment costs and the labor required to inspect and restock items, a deduction of $10 per returned item applies to all refunds made to your original payment method.

🐰 Bunny Bonus:
However, if you choose store credit or place a new exchange order, we’re happy to waive this restocking fee entirely. Simply share your new order number once it’s placed, and we’ll take care of the rest!

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What’s Eligible to Hop Back?
To send an item back for change of mind, it must be:

• Brand new and unused (no paw prints, please).
• Still have all original tags attached.
• Snugly secured in its original packaging. Please place the product box inside a satchel or outer shipping box. Do not stick return labels directly onto the product's branded packaging, or your return may be rejected!

The Not-Eligible-for-Return Club
Sorry, some items are yours to keep (unless they are faulty):

• 👙 Swimwear
• 😷 Face masks
• 🕶️ Sunshields
• 🛌 Bedding (Silk Pillowcases, Quilts, Toppers)
• 🎀 Hair Accessories (Headbands, Scrunchies)
• 🏷️ Sale/Clearance items (unless faulty)

🎁 Returning a Gift?
If you received an item as a gift and wish to return it, we will issue you a store credit for the value of the item. This ensures the refund doesn't go back to the original buyer's card (so your secret is safe with us!).

We don't do direct physical swaps in the mail, but we do make it easy to get what you really want without the penalty:

1. Shop Now: Don't wait! Place a new order for the correct size/item immediately on our website to secure the stock.
2. Email Us: Reply to your return email (or email cs@pailrabbit.com) with your new order number.
3. We Handle the Rest: Once we receive your return, we will process your refund or credit and waive the restocking fee because you stuck with us! 🐰✨

Oh no! If your item has a manufacturing fault, we’re standing by to make it right in accordance with Australian Consumer Law. Our 14-day limit does not apply to faulty items—you have a reasonable period to report these.

• Email us at cs@pailrabbit.com with your order number.
• Include a description of the issue and a photo/video (we need to see the gremlin in the works!).
• Once assessed, we will offer a repair, replacement, or refund (including shipping costs).

Note: Consumer guarantees do not cover damage caused by accident or misuse.

Once you have your Return Authorisation (RA) number, please make sure it is clearly written on the outside of your package or included on a note inside so we know it's yours!

You can then use our Online Return Portal or visit your local post office.

Using Our Portal: You can easily generate, pay for, and print your return shipping label directly through their site. (Please note: Prices are set directly by Australia Post. It is currently a flat rate of around $14.95 AUD, but this is subject to change based on AusPost's pricing).

Liability: Please ensure you keep your tracking receipt! Pail Rabbit is not responsible for any returns that are lost or damaged in transit on their way back to us.

Please ship the return within 3 business days of authorisation.

Once we receive your return, we’ll review it and process your request. You’ll receive a confirmation email once processing is complete.

• Store Credit: Will be issued within 48 hours once your return is approved.
• Refunds (Less Restocking Fee): May take up to 7 days for us to process internally. The time it takes for funds to appear in your account depends on your bank’s speed.

Late or Missing Funds
Still waiting after 7 days?

• Check your bank account like a hawk (or bunny).
• Contact your bank or credit card company (they can sometimes hold funds).

Still nothing? Email us at cs@pailrabbit.com and we’ll help you track it down.