What is your Returns Policy?Updated 3 months ago
Product Returns and Refunds
ergopouch.com.au handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.
Australia
For purchases from ergopouch.com.au, we are happy to accept items back for an refund within 30 days of receipt, provided they meet the following terms:
- Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged.
- We do not accept returns on Online Gift Vouchers.
- We do not offer returns for change of mind during promotional sale periods.
- We do not accept returns on Sale page items unless faulty. Sale page products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
- At this current time, we can't make any changes to your sale order once it's completed.
- We kindly request all customers check their details, including address, sizing, colours and contact details, before they complete the checkout.
- Refunds are granted provided the returned product(s) meets the conditions outlined above
To initiate a return, please visit our Return Portal and enter your order number, which is visible in the order confirmation received via email.
- Select the item(s) you wish to return and select the reason why you are returning the item(s)
- Review your return and make sure the information on the Return Summary is correct, then select "Submit"
- Your shipping label will be generated at the end of the process after you select store credit, refund, or exchange.
- Once your package is ready, please drop it off at your nearest Australia Post.
- Please note that postage and handling charges are covered by the purchaser to send an item back.
- The cost of your prepaid shipping label will be deducted from your refund amount.
International
International orders can be returned for a product refund only (shipping charges are non-refundable). Unfortunately, we cannot provide an exchange. We accept items back for a refund within 30 days of receipt that meet the following terms:
- Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged.
- We do not accept returns on Sale page items unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
- We do not accept returns on Online Gift Vouchers
- We do not offer exchanges on international orders
Sale Periods
- During promotional sale periods, we do not offer returns for change of mind.
- At this current time, we can't make any changes to your sale order once it's completed.
- We kindly request all customers check their details, including address, sizing, colours and contact details, before they complete the checkout.
- Delivery times during sale periods are slightly delayed due to the higher number of orders for our warehouse to process: Please allow up to 7 business days for your product to be packed and dispatched from our warehouse during our sale period.
- Australia Post will provide a tracking number, for you to track your delivery from that point.
Faulty Items
Occasionally a faulty item may slip through our inspection fingers and end up in your hands. If your item arrived with a manufacturing fault, the team will happily help to arrange your replacement. Please email Customer Service on [email protected] with the below details:
- A receipt or ergoPouch web sales number
- Details of the product (TOG, Size, Print)
- Batch number (check the care instructions tag on the collar)
- A photo of the item
- Your postal address
ergoPouch will cover all associated postage costs with exchanging faulty items.