Refund policy

We want you to love your Fuzz Muncher. If something isn’t right with your order, please contact us at hello@fuzzmuncher.com.au and we’ll work with you to get it sorted.

This policy applies to purchases made directly from Fuzz Muncher within Australia and is in addition to your rights under the Australian Consumer Law.

30-Day Change of Mind Returns

We offer a 30-day change of mind return period. This means you have 30 days from the date you receive your order to request a return.

To be eligible for a change of mind return, the item must:

  • be unused and in the same condition in which you received it;

  • include all original parts, accessories, manuals and components;

  • be returned in its original packaging; and

  • be accompanied by proof of purchase.

To request a return, contact us at hello@fuzzmuncher.com.au before sending your item.

Once your return has been approved, we will provide instructions for returning your product.

Please do not send products back to us without first contacting us, as unauthorised returns may not be accepted.

Unless the product is faulty or otherwise covered by your rights under the Australian Consumer Law, the customer is responsible for the cost of returning a change of mind purchase.

Original shipping charges are not refundable for change of mind returns.

Faulty, Damaged or Incorrect Products

Please inspect your order as soon as possible after delivery.

If your Fuzz Muncher arrives damaged, is faulty, is missing components or you have received the incorrect product, please contact us at hello@fuzzmuncher.com.au as soon as reasonably possible.

Please include your order number, a description of the issue and, where reasonably possible, photographs or video showing the issue. This helps us assess the problem and determine the appropriate solution.

We may ask you to complete reasonable troubleshooting steps or return the product to us for assessment.

Nothing in this section limits your rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

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.

Your rights under the Australian Consumer Law are not limited to our 30-day change of mind return period and may continue for a reasonable period having regard to the nature, price and expected lifespan of the product.

You do not need to have the original packaging to exercise your rights in relation to a faulty product under the Australian Consumer Law. We may, however, require reasonable proof of purchase.

Major Failures

If a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a replacement or refund.

A major failure may include circumstances where the product:

  • would not have been purchased by a reasonable consumer had they known about the problem;

  • is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;

  • is substantially unfit for a purpose made known to us and cannot easily be made fit within a reasonable time;

  • is significantly different from its description, sample or demonstration model; or

  • is unsafe.

Minor Failures

Where a problem is not a major failure, we are entitled to provide an appropriate remedy, such as repairing the product within a reasonable time.

If the problem cannot be repaired within a reasonable time, you may be entitled to a replacement or refund in accordance with the Australian Consumer Law.

Returns and Shipping for Faulty Products

Please contact us before returning a product that you believe is faulty so that we can provide appropriate return instructions.

Where a product is confirmed to have a fault covered by the Australian Consumer Law, Fuzz Muncher will reimburse reasonable return costs where required by law.

If the product is large, heavy or otherwise difficult to return, we will arrange collection or otherwise cover reasonable return costs where required under the Australian Consumer Law.

If, after assessment, the product is found not to have a fault covered by the Australian Consumer Law, such as where the issue has been caused by misuse, accidental damage or use contrary to the supplied instructions, you may be responsible for reasonable transport, assessment or repair costs. We will discuss any applicable costs with you before proceeding with a paid repair.

Misuse and Accidental Damage

Consumer guarantees do not apply to problems caused by misuse or abnormal use of the product.

This may include damage caused by using the product contrary to its supplied instructions, unauthorised modification, accidental damage or using the product in circumstances for which it was not designed.

This does not exclude any rights you may otherwise have under the Australian Consumer Law.

Sale and Promotional Items

Sale or promotional items are eligible for remedies where required under the Australian Consumer Law.

We may exclude sale, clearance or promotional products from our voluntary change of mind returns where this is clearly stated at the time of purchase.

Exchanges

For change of mind purchases, we do not offer direct exchanges. Once your approved return has been processed, you may place a new order for the product you would prefer.

This does not affect your right to a replacement where you are entitled to one under the Australian Consumer Law.

Refunds

Once we receive and inspect an approved change of mind return, we will notify you whether the return meets the requirements of this policy.

If approved, the applicable refund will be issued to your original payment method. Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time for the funds to appear in your account.

Refunds provided as a remedy under the Australian Consumer Law will be handled in accordance with your statutory rights.

Proof of Purchase

We may request reasonable proof that the product was purchased from Fuzz Muncher. This may include your order confirmation, receipt, invoice or another reasonable form of proof of purchase.

How to Make a Return or Fault Claim

To request a return or make a claim regarding a faulty product, please email hello@fuzzmuncher.com.au.