Returns & Exchanges

We’re here to make returns as easy as possible. Here’s what you need to know:

• Step One: Reach Out to Us
  Before sending anything back, contact us to get a return authorisation number. When you do, please provide your proof of purchase, along with your name, address, and the reason for returning. This helps us get things moving quickly for you.
• 14-Day Return Window
  You’ve got 14 days from your purchase date to kick off a return. Once this time passes, we won’t be able to process it.

What Happens After?

• You’ll get your refund through your original payment method or as store credit—your choice!
• For change-of-mind returns, we’ll issue store credit instead of a refund.
• Please note, shipping costs, gift cards, and vouchers can’t be refunded.
• A $10 handling/restocking fee applies per returned item.

What Can Be Returned?
Make sure everything meets these conditions before returning:

• It’s brand new, unused, and still in its original packaging.
• All tags are attached.
• It’s packaged securely for its trip back to us.

Items That Can’t Be Returned
For health and hygiene reasons, we’re unable to accept returns on:

• Swimwear
• Face masks
• Sunshields
  … unless they’re faulty. If an item was bought on sale or clearance, it can only be returned if faulty, but not if the flaw was already mentioned in the description when you purchased it.

How to Start Your Easy Return
Once you’ve received your return authorisation number, you can:

1. Visit our portal here: PAIL RABBIT RETURNS and follow the simple steps to initiate your return.
2. Prefer in-person? Head to your nearest post office, purchase a return label, and send the item back to us.

Make sure to ship your items within 3 business days of letting us know. To keep things safe, we strongly recommend using registered post—we can’t refund items that get lost or damaged on their way to us.

Where to Send Items
Pail Rabbit
Suite 125, 1 Barratt Street
Hurstville NSW Australia 2220

We’re always here to help! Got questions or need help locating your proof of purchase? Drop us an email at return@pailrabbit.com, or chat with us. We’re happy to assist.

We know returns aren’t always fun, but we’ll do our best to make this process hassle-free for you! 😊

We’ve got limited stock, so no direct exchanges—but don’t worry, we’ll keep it simple!

• Need something else? Place a new order and send the original back for a refund or store credit.
• Used a discount? Repurchasing the same item? Email cs@pailrabbit.com, and we’ll match it.
• Reordering? No $10 restocking fee—just hop to it!

Return Basics

• Items must be unused, in original packaging, and returned within 14 days.
• Refunds? Back to the original payment method (even for gifts).
• Changed your mind? You’ll get a store credit instead.

Please refer to our return policy

Questions? Email us at cs@pailrabbit.com—we’re here to help! 🐇

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 1- 2 business days.

Please note, refunds may take up to 10 business days for the refund to appear in your account.

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 cs@pailrabbit.com.

We’re sorry to hear something’s not quite right with your order! If you’ve received a faulty item, don’t worry—we’re here to help.

Here’s what to do:

• Send us an email at cs@pailrabbit.com as soon as possible. Be sure to include your order number, a clear description of the fault, and—if you can—a photo or video showing the problem. This helps us determine if the issue is a fault caused during manufacturing.
• Depending on the situation, the item may not need to be returned. If it does, we’ll guide you through the next steps.

Once we’ve assessed the details you’ve provided, if the issue is determined to be a manufacturing fault, we’ll make things right by offering one of the following options:

• A repair
• A replacement
• A refund

If the issue turns out not to be a manufacturing fault—such as accidental damage, incorrect use, or misuse—we won’t be able to offer a repair, replacement, or refund. If the item was returned to us in this case, you’d need to cover the postage costs for us to send it back to you.

We’re here to help you get this sorted quickly. Don’t forget to include your order number when you email us so we can assist you faster!

We’re so sorry if something went wrong with your order! Whether you received the wrong item or it arrived damaged, don’t worry—we’ll make it right.

Here’s what to do:

• Take a photo of the item to help us understand the issue.
• Provide your order number when you reach out—it’ll speed things up!
• Get in touch with us within 7 days of delivery at cs@pailrabbit.com.

What happens next?

• If you received the wrong item, we’ll send you a return label so you can ship it back to us.
• Once the return is initiated, we’ll quickly send out your correct item or, if you’d prefer, issue a refund—just let us know what works best for you!
• For damaged items, don’t worry. We’ll work with you to sort it out and make things right.

A quick reminder: Please hold on to the incorrect or damaged item until we’ve had a chance to chat with you and assist further.

We’ll do everything we can to make things right and get you sorted as quickly as possible!

Our returns policy for gift returns lasts 14 days. If 14 days have passed since you received the gift, unfortunately we cannot accept your return.

To be eligible for a refund or store credit on a returned gift, the product must be unused and in the same condition that you received it. It must also be in the original packaging with swing tags still attached where applicable. Goods purchased while on sale or clearance, gift cards and vouchers are exempt from being returned.

To complete your return, we will require proof of purchase. Please contact Pail Rabbit if you require assistance in locating the purchasers proof of purchase details. 

Unwanted gift returns WILL NOT be accepted where:

• The item not in its original condition, has been used, is damaged or is missing parts for reasons not due to our error.
• Any gift item that is returned more than 14 days after receipt.
• Any gift item that was purchased on clearance or sale.

Once the returned gift has been received and inspected by Pail Rabbit, we will issue you a store credit for the value of the returned item.  If a refund is required in lieu of a store credit, the refund can only be issued to the original purchasing credit card or PayPal account. This means the purchaser will find out about your return.

We do not guarantee that we will receive your return. In the event that your returned parcel is lost in transit a refund or store credit will only be issued if documented proof of postage can be provided. Therefore we strongly recommend that you use a traceable / receipted return postage service.