Refund policy

We strive to bring you the highest quality cat trees, cat scratching poles and climbing gyms at competitive prices, with the support of a superb customer service team. 

However, if for any reason you are not 100% satisfied with your product(s), please contact us via email at hello@whiskerandtimber.com.au as soon as possible

Whisker & Timber reserves the right to deny all requests for refunds initiated because of shipping delays outside of our control. We make no guarantees as to the delivery time as we use standard couriers such as Australia Post to ensure we can keep our postage to you completely free, regardless of your order size or location!

CHANGE OF MIND

All of our product descriptions have dimensions and extensive images to assist you with making an informed decision. Our team are also available to answer any queries to assist your purchasing decision. We strongly suggest that you carefully review any orders before proceeding.

In the event that a product is not suitable for your needs, or if you have simply changed your mind, products can be returned to us for an exchange or refund, however they must be in the new and unused condition, with all of the parts, packaging, boxes and accessories where relevant.

We reserve the right to deny refuse a refund, or refund a lesser amount, if we deem the product has been used and is not in resalable condition. Please take care when opening as packaging needs to be in resaleable condition. Change of mind returns must be initiated within 7 days of delivery. 

All refunds due to change of mind will be subject to a 15% restocking fee, which will be deducted from the final amount to be refunded. This restocking fee does not apply when returning for an exchange or store credit.

It is the buyer’s responsibility to pay the freight/shipping charges and insurance associated with the return unless the product is deemed to be faulty or incorrect. This is to ensure there is a proof of delivery for these goods being returned. Goods that are shipped with ‘receiver to pay’ will be rejected by us, leaving the customer responsible. Tracking information must be provided to us in order to verify the return.

 

FAULTY OR DAMAGED GOODS

For any defective products, we will endeavour to provide a solution as quickly as possible, however we may ask that the product be returned to us in a timely manner so we can verify and investigate the defect, especially in the instance of an item being damaged in transit.

We may request images and/or videos to aid us with investigating the fault or damage. We reserve the right to offer a full refund if the replacement product is not available.

To initiate an exchange, return or refund, please contact us via hello@whiskerandtimber.com.au