Return and Refund Policy
This policy outlines the process for returns, refunds, and exchanges and is in accordance with the rights and guarantees provided under the Australian Consumer Law (ACL).
1. Initiate a Return
To initiate any return, please contact us at support@breathingotter.com.au with your order number and reason for return.
2. Incorrect or Damaged Items on Arrival (DOA)
If you receive an item that is damaged, faulty, or incorrect upon arrival, please notify us as soon as possible after receiving your order.
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We will immediately arrange for a refund or replacement to be sent and cover the cost of all associated shipping. We may also provide a prepaid return shipping label for the faulty or incorrect item.
3. Remedies for Faulty Items (Australian Consumer Law Guarantees)
Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and 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.
A. Major Failure
A major failure occurs when the product:
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is unsafe.
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is significantly different from the description, sample, or demonstration model.
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is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time.
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would not have been bought if the customer had known about the problem.
If your item has a major failure, you have the right to choose between a full refund or a replacement.
B. Minor Failure
If the item has a minor failure (a problem that can be fixed within a reasonable time), we, as the supplier, are entitled to choose the remedy: either repair the item, provide a replacement item, or issue a refund.
Return Shipping for Faulty Items: We will cover the cost of return shipping for any item deemed faulty under the Australian Consumer Law.
4. Change of Mind Returns
This change-of-mind policy is in addition to your rights under the Australian Consumer Law.
We offer change of mind returns based on the following conditions;
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The item is returned within 30 days of the delivery date.
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The item is unused, unopened, and in its original, sealed packaging.
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The customer is responsible for all costs of return shipping for change-of-mind returns.
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We reserve the right to refuse a change-of-mind return if the product is not in a resaleable condition.
5. Refund Processing
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Refunds will be processed back to the original payment method used for the purchase.
- Please note we do not charge a restocking fee.
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Please allow up to 3 business days after we receive the returned item for the refund to be processed and appear in your account. You will receive an email notifying you of the refund once it has been processed.
Company Information
Business Name: Breathing Otter Aus
Address: 13 Mikado Pl,
Golden Square, VIC, 3555, Australia
Email: support@breathingotter.com.au
Phone: +61493345100
ABN: 99 772 568 663
Support Hours:
Monday to Friday - 9am to 5pm