Refund policy
To protect your legal rights and standardize the return and refund process, this policy applies to after-sales service requests for products purchased through the FunnyFuzzy official website or mobile application.If you have any questions, please contact our customer support team at support@au.funnyfuzzy.com.
1.Conditions for Return Requests
1.1 Returns for Products with a Major Failure
If the product you receive falls under any of the circumstances listed below, you may submit a return request in accordance with the statutory warranty period under the Australian Consumer Law.
A product may be considered to have a major failure if:
1. The product significantly differs from the description provided by the seller.
2. The product clearly does not possess the quality or characteristics advertised or stated on its label.
3. The product cannot be used for a specific purpose that you clearly communicated to the seller before purchase.
4. The product contains manufacturing defects, faults, or improper assembly.
5. The product was damaged during transportation.
After receiving your return request, we will respond within 2 business days and complete the review within 3 business days after our response.
· If the product is verified as having a major failure, we will send you a return confirmation email on the day the review is completed, along with instructions on how to proceed.
· If the evidence provided is insufficient, we will contact you by email and request additional supporting materials. Once the required information is received, the review process will restart and be completed within 3 business days, after which a return confirmation email will be sent.
Please return the product within 14 calendar days after receiving the return confirmation email.
1.2 Change-of-Mind Returns
In addition to your statutory rights, we also offer a change-of-mind return service if you wish to return a product due to personal preference, incorrect size, dissatisfaction with style, or other reasons unrelated to product quality or major failure.
The following conditions must be met:
(1) Request Timeframe
A return request must be submitted within 30 days from the date the product is delivered.
After receiving your request:
· We will respond within 2 business days
· The review will be completed within 3 business days
If approved, a return confirmation email will be sent on the same day the review is completed.
(2) Return Shipping Timeframe
The product must be returned within 14 days after receiving the return confirmation email.
(3) Product Condition
The product must remain:
· unused
· in its original condition
· free from scratches, stains, or odors
· suitable for resale
(4) Packaging and Accessories
All original accessories, manuals, labels, and promotional items must be returned intact and complete. Minor wear to the packaging within a reasonable range will not affect eligibility.
Please note:
For change-of-mind returns, the original shipping fee for the order will not be refunded, and the return shipping cost must be borne by the customer. You may use the return label provided by us (if available) or arrange shipping through a carrier of your choice.
1.3 Situations Not Covered by Warranty or Returns
The following circumstances are not considered product quality issues and are not covered by statutory consumer guarantees:
(1) Pet-Related Damage
Damage caused by pets, including but not limited to:
· chewing
· scratching
· tearing
· stepping on the product
Examples include surface scratches, paint peeling, material cracking, structural damage, holes, stains, or deformation.
(2) Normal Wear and Tear
Natural wear resulting from normal use over time or environmental factors such as sunlight exposure, oxidation, or daily friction. Examples include:
· reduced surface gloss
· fading or yellowing
· minor abrasions
· texture wear
· aging or stickiness of rubber parts
· slight yellowing of plastic components
(3) Damage Caused by Improper Use
Damage resulting from improper operation, modification, improper cleaning, or intentional damage.
(4) Legally Exempt Products
Products that are excluded from return rights under applicable laws, including:
· customized or personalized products
· sealed items that have been opened and are not suitable for return due to hygiene or health reasons (such as certain close-contact pet products or pet grooming accessories)
· perishable or fragile goods
(5) Depreciation Due to Excessive Handling
You are only responsible for handling the product in a manner necessary to inspect its nature and functionality. If unnecessary use or testing results in a reduction in value, you will be responsible for the corresponding depreciation, and we reserve the right to deduct this amount from the refund.
2. Return and Refund Rules
2.1 Return Eligibility Verification
Returns for Products with a Major Failure
To apply for a return, please contact our customer service team and provide the following documentation:
1. Clear photos or videos showing the product defect
2. Valid proof of purchase (such as an order confirmation email or order number)
Change-of-Mind Returns
For non-defective returns, eligibility will be assessed based on the following criteria:
· unused condition
· intact original packaging
· complete accessories
All items included in the original order must be returned, including any promotional gifts or redeemed loyalty benefits.
If returned items show obvious damage, scratches, missing accessories, or severely damaged packaging affecting resale value, we reserve the right to reject the return request. In some cases, and subject to mutual agreement, we may deduct restoration or material costs and issue a partial refund.
If you request an exchange:
· We will prioritize replacing the product with the same model and specifications.
· If the item is out of stock, we may offer a similar product of equivalent value, or you may choose to receive a refund.
2.2 Return Address Information
To improve return processing efficiency and enhance your after-sales experience, we operate multiple warehouses worldwide:
United States Warehouse
1822 Belcroft Ave
South El Monte, CA 91733
USA
United Kingdom Warehouse
JL Fashion Express Ltd
Thorncliffe Business Estate
Newton Chambers Rd
Chapeltown
Sheffield, South Yorkshire S35 2PH
United Kingdom
China Warehouse
No. 1, 6/F, South Plant
Huanzhen Road, Xiaolan
Zhongshan, Guangdong
P.R. China
Our customer service team will confirm and assign the most appropriate return warehouse based on your location.
Recommended carriers include Australia Post or StarTrack.
Estimated return shipping costs (for reference only, actual prices depend on the carrier):
· To the US warehouse: approx. AUD 25–35 (0–5 kg)
· To the UK warehouse: approx. AUD 45–60 (0–5 kg)
· To the China warehouse: approx. AUD 35–50 (0–5 kg)
Important Notice
To avoid package loss, misdelivery, or processing delays, please contact our customer service team and obtain return authorization before sending any items back.
Returns sent without prior authorization may result in delays, and any risks related to loss, damage, or misdelivery during transit will be borne by the sender to the extent permitted by law.
2.3 Inspection Requirements
Once the returned package arrives at our warehouse, we will complete the product inspection within 5 business days.
You will receive an email notification on the same day the inspection is completed, including the detailed review result. If approved, the refund process will begin on the next business day.
2.4 Refund Process and Timeframe
After approval, the refund process will begin on the next business day, and the refund will be completed within 14 calendar days.
Refunds will be issued to the original payment method used for the purchase.
The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
If the refund does not appear after the usual processing period, please check your account statement or contact your payment provider. If the issue persists, feel free to contact us for assistance.
3. Shipping and Return Cost Rules
|
Return Reason |
Return Shipping Responsibility |
Additional Notes |
|
Major failure product return |
FunnyFuzzy |
Valid shipping receipt required for reimbursement |
|
Change-of-mind return |
Customer |
Customer bears all return shipping costs |
For major failure returns, we recommend using Australia Post or StarTrack. We will reimburse reasonable standard shipping costs based on valid shipping receipts.
Express or premium shipping services should not be used without prior approval, otherwise any additional costs beyond standard shipping may not be reimbursed.
All shipping receipts must be authentic and consistent with the return shipment details.
Shipping Advice for High-Value Items
Until the returned product is successfully received and verified by our warehouse, all risks of loss or damage during transit remain the responsibility of the sender.
We strongly recommend using fully trackable shipping services and purchasing shipping insurance when necessary.
4. Additional Notes and Statutory Rights
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or other applicable Australian legislation.
This policy applies only to products purchased directly through FunnyFuzzy official channels.
If the product was purchased through a third-party distributor, retail store, or other e-commerce platform, please contact the original seller for after-sales service.
Return requests, verification, and refund processing are handled during Australian business days (Monday to Friday, excluding Australian public holidays).
Customer inquiries will be responded to within 2 business days. If you do not receive a reply within this timeframe, please check your spam folder before contacting us again.
This policy serves as a supplement to the FunnyFuzzy Terms of Use and has the same legal effect. Any matters not covered in this policy shall be governed by applicable Australian laws and the Terms of Use.
5. Business Entity Information
Company Name
FUNNYFUZZY HK TECH LIMITED
Address
FLAT/RM A 12/F ZJ 300
300 Lockhart Road
Wan Chai
Hong Kong
(Please note: This address is NOT a return address.)
For inquiries, please contact:
support@au.funnyfuzzy.com