Refund policy

Preorder Changes and Cancellations

You may request a change to or cancellation of your preorder before the 5:00 pm Wednesday preorder cutoff applying to your order.

Once the relevant preorder round has closed and your order has been submitted to our suppliers or entered production, changes or cancellations for change of mind may not be possible.

To request a change or cancellation, please contact orders@farewellhillcattledogs.com.au as soon as possible and include your name and order number.

Change-of-Mind Returns

We accept change-of-mind return requests for eligible products within 14 days of delivery.

To be eligible for a change-of-mind return, the item must be unworn, unused and unwashed, with its original tags and packaging intact. Proof of purchase is also required.

Preorder products are eligible for change-of-mind returns unless they have been personalised, specially ordered or otherwise made specifically for the customer.

Customers are responsible for the cost of returning change-of-mind items. Original shipping charges are not refundable for change-of-mind returns.

Please do not send an item back without first contacting us. To request a return, email orders@farewellhillcattledogs.com.au with your name, order number and reason for the return.

Approved returns should be sent to:

FAREWELLHILL
PO Box 84
Snug TAS 7054
Australia

We recommend using a tracked postal service, as we cannot accept responsibility for returned items that are lost in transit.

Once the returned item has been received and inspected, we will advise whether the return has been approved. Approved refunds will be processed to the original payment method.

Exchanges

We do not offer direct exchanges for change-of-mind returns, including where an incorrect size has been selected.

If you would like a different product, colour or size, please return the original eligible item in accordance with this policy and place a new order. As our merchandise is supplied through preorders, replacement products remain subject to availability and the current preorder timeframe.

Personalised and Specially Ordered Products

Personalised products and products specially ordered or made for an individual customer cannot be returned or cancelled for change of mind once production has commenced.

This exclusion does not apply where the product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

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

If an item is faulty, damaged, incorrectly supplied, does not match its description or otherwise fails to meet an applicable consumer guarantee, please contact orders@farewellhillcattledogs.com.au with your order number, a description of the problem and photographs where appropriate.

Your available remedy will depend on the nature of the problem and may include a repair, replacement or refund in accordance with the Australian Consumer Law. Where required by law, FAREWELLHILL Australian Cattle Dogs will cover reasonable return postage costs.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.