Refund Policy

Returns

Change of Mind Returns

At Merchy Zoo, all of our products are custom-made and personalised to your specifications. As such, we are unable to offer returns or refunds for change of mind or where you have ordered incorrectly.

Australian Consumer Law

Nothing in these terms limits or excludes your rights under the 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Returning Products

If you wish to return a product to Merchy Zoo to seek a remedy under the Australian Consumer Law, you will be responsible for any costs associated with returning the product to us (for example, delivery costs).

Where your claim is valid under the Australian Consumer Law, we will reimburse your return delivery costs and, depending on the nature of the failure, will either send you a replacement product or issue a full refund.

Contact Us

To lodge a return or refund request, please contact us at merchyzooau@gmail.com