Refund Policy

By placing an order with Arfnest, you confirm that you have read, understood, and agreed to this Refund Policy.

This Refund Policy does not limit any rights you may have under applicable consumer protection laws, including the Australian Consumer Law where applicable.

Returns

We accept returns for eligible items within 15 days from the date your order is delivered. This does not affect any rights you may have under applicable consumer protection laws.

To be eligible for a return, your item must be unused, unworn, unwashed, undamaged, and in the same condition that you received it. The item must also be returned with its original packaging, tags, and proof of purchase.

Please contact us at support@arfnest.com before sending any item back. We will review your request and provide return instructions if your item is eligible.

Please do not send your return to the sender’s address shown on your package. This may not be our return address and may delay or prevent your return from being processed. Returns must only be sent to the address provided by our customer support team.

Non-Returnable Items

Certain items cannot be returned unless required by applicable law, including:

Gift cards
Personalized or custom-made products
Final sale items
Used, washed, worn, or damaged items
Items without original packaging or proof of purchase
Items returned after 15 days from the delivery date
Products damaged due to misuse, improper care, accidents, or normal wear and tear

For hygiene and safety reasons, some pet products may not be eligible for return once opened, used, or removed from their original packaging, unless the item is faulty, damaged, incorrect, or otherwise required by applicable law.

Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.

If your refund is approved, it will be processed to your original payment method. Please note that it may take some time for your bank or payment provider to post the refund to your account.

Original shipping fees are non-refundable unless the return is due to our error, such as a wrong item, damaged item, defective product, missing item, or where otherwise required by applicable law.

Damaged, Defective, Wrong, or Missing Items

If your item arrives damaged, defective, incorrect, or if an item is missing from your order, please contact us within 15 days of delivery at support@arfnest.com.

To help us resolve the issue quickly, please include:

Your order number
A clear description of the issue
Photos or videos of the product
Photos of the packaging and shipping label

If the issue is confirmed, we may offer a replacement, refund, or another suitable solution depending on the situation and applicable consumer laws.

Please note that we are unable to offer a refund or replacement for damage caused by misuse, improper care, accidents, normal wear and tear, or modifications made after delivery.

Order Changes

You may request to change your shipping address or product variant within 6 hours of placing your order.

Once an order has been processed, packed, shipped, or sent to fulfillment, we may not be able to make changes.

If the requested change increases the order total, an additional payment may be required before the change can be completed.

Order Cancellations

You may request to cancel your order within 6 hours of placing it.

If your order has already been processed, packed, shipped, or sent to fulfillment, we may not be able to cancel it.

To request a cancellation, please contact us as soon as possible at support@arfnest.com with your order number.

Lost Packages

If your package appears to be lost in transit, please contact us at support@arfnest.com so we can review the tracking information and assist you.

In some cases, we may need to wait for confirmation from the shipping carrier before offering a replacement or refund.

If the package is confirmed as lost by the carrier, we may offer a replacement or refund depending on the situation.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to an incorrect or incomplete shipping address provided by the customer.

If an order is returned to sender because of an incorrect address, failed delivery attempt, refusal of delivery, or inability to contact the recipient, additional shipping fees may apply to resend the order.

Exchanges

We only replace items if they are defective, damaged, incorrect, missing due to our error, or where otherwise required by applicable law.

If you need an exchange for the same item, please contact us at support@arfnest.com within 15 days of delivery. We will review your request and provide further instructions if your item is eligible.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error, such as a damaged, defective, wrong, or missing item, or where otherwise required by applicable law.

We recommend using a trackable shipping service when returning items. We are not responsible for returned packages that are lost in transit.

International Customers

If you are located outside Australia, your rights may vary depending on the consumer protection laws in your country or region.

Where applicable law gives you additional rights, this Refund Policy does not limit those rights.

Contact Us

If you have any questions about this Refund Policy or need help with your order, please contact us at:

Arfnest
Email: support@arfnest.com
Address: 57 Keppel Street, Carlton, VIC 3053, Australia