Change-of-mind returns
This policy applies to purchases made through exclusivedropshq.com, operated by Murano Animals, ABN 96 220 324 478.
Our products are generally manufactured, printed or prepared after an order is placed and may be released in strictly limited quantities.
We do not provide returns, exchanges, replacements or refunds outside the terms of this policy unless required by a consumer right or remedy that cannot lawfully be excluded.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, statutory withdrawal right or other legal remedy that cannot lawfully be excluded.
Because our products are made to order, we do not accept voluntary returns, refunds or exchanges where:
- you changed your mind;
- you ordered the wrong size;
- you selected the wrong colour, design or product variation;
- the product does not fit because the wrong size was selected;
- you no longer want the product;
- you found a similar or cheaper product elsewhere; or
- you misunderstood the product’s limited-release or made-to-order nature.
Customers are responsible for reviewing product descriptions, product images, size guides, measurements, colours, variations and delivery information before completing an order.
This section applies only to voluntary change-of-mind requests. It does not affect statutory rights relating to faulty, damaged, unsafe, incorrect or non-conforming products.
Use the Customer Support Portal
All return, refund, cancellation, replacement, reprint and delivery requests should be submitted through our Customer Support Portal.
The portal allows customers to:
- select the affected order;
- identify the affected product;
- describe the issue;
- upload photographs or supporting evidence;
- request an available remedy;
- receive a ticket number;
- track the request; and
- receive updates and decisions.
Customers should retain the ticket confirmation and any related correspondence.
Do not return a product unless the Customer Support Portal or our Support team provides specific return instructions.
Damaged, defective, misprinted or incorrect products
Submit a request through the Customer Support Portal promptly if a product:
- arrives damaged;
- contains a manufacturing defect;
- is materially misprinted;
- is the wrong product, size, colour or variation due to our error;
- is materially different from its description;
- is missing a material component;
- is unsafe; or
- otherwise fails to conform to an applicable consumer guarantee.
The request should include:
- the order number;
- the affected product;
- a clear description of the issue;
- clear photographs showing the complete product and the problem;
- photographs of the packaging, shipping label or packing slip where relevant; and
- any other information reasonably required to assess the request.
For the fastest operational resolution, quality-related requests must be submitted within 30 days after the product is received.
Where a request is approved, the usual resolution will be a replacement, reprint or refund. The affected product will not normally need to be returned unless specific return instructions are provided.
The 30-day period is the operational reporting period used to process quality claims with our fulfilment services. It does not shorten a longer consumer guarantee, limitation period or statutory remedy that applies under mandatory law.
Lost shipments
A shipment that appears to have been lost in transit must be reported through the Customer Support Portal within 30 days after the estimated delivery date.
Before submitting a lost-shipment request, customers should:
- verify that the delivery address entered at checkout was complete and correct;
- review the carrier’s tracking information;
- check with other members of the household;
- check safe-drop locations;
- check parcel lockers or collection locations;
- check with neighbours where appropriate; and
- contact the local carrier or post office where reasonably possible.
We will investigate qualifying lost-shipment requests with the relevant delivery and fulfilment services.
A shipment may require further investigation where tracking records it as delivered. A replacement or refund is not automatically available merely because a customer cannot immediately locate a package recorded as delivered.
This does not affect any remedy that applies where the shipment was not delivered as required by law.
Incorrect or incomplete delivery addresses
Customers are responsible for providing a complete and accurate delivery address.
Submit an address-correction request through the Customer Support Portal immediately after identifying an error. Address changes cannot be guaranteed after an order has entered production, fulfilment or shipping.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address:
- the order may be returned to a fulfilment or carrier location;
- the customer may be required to pay the cost of reshipping it;
- a refund will not ordinarily be provided; and
- reshipment may depend on the product remaining available for processing.
Where a returned product is held for a limited period, the customer must provide the corrected address and pay any applicable reshipping charge within the timeframe communicated through the support ticket.
This section does not apply where the delivery failure resulted from an error made by us or another party for which we are legally responsible.
Unclaimed, refused and returned-to-sender packages
A package may be returned to sender where:
- it was not collected;
- the customer refused delivery;
- required customs charges were not paid;
- the delivery address was incomplete or undeliverable;
- the carrier could not obtain required delivery information; or
- the package remained unclaimed at a collection location.
Where the return resulted from an action or omission attributable to the customer, the customer may be required to pay the cost of reshipping the product.
A refund will not ordinarily be provided for an unclaimed or refused made-to-order product unless:
- the refusal was reasonably connected to visible damage or another legitimate product issue;
- the delivery failure was not attributable to the customer; or
- a refund is required by applicable law.
A customer seeking reshipment must submit a request through the Customer Support Portal and follow the instructions provided.
Order changes and voluntary cancellations
Submit a request through the Customer Support Portal immediately if an order needs to be changed or cancelled.
Orders may enter production shortly after payment is confirmed. We do not guarantee that an order can be changed or cancelled.
Before production begins, it may be possible to:
- correct a delivery address;
- change a size, colour or variation;
- remove or replace a product; or
- cancel the order.
Once production or fulfilment has begun, it may no longer be operationally possible to:
- cancel the order;
- change the product;
- change the size, colour or design;
- remove an item; or
- substitute another product.
A voluntary cancellation will not be accepted after production has begun unless expressly approved by us.
The support ticket submission time does not guarantee that production can be stopped. We will assess the order’s production status when the request is reviewed.
This section does not remove any statutory cancellation, withdrawal or remedy right that applies under mandatory consumer law.
Australian Consumer Law
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
These guarantees may include that products are:
- of acceptable quality;
- safe and reasonably durable;
- fit for their normal purpose;
- fit for a particular purpose made known before purchase;
- consistent with their description, images or sample; and
- free from undisclosed defects.
Where a product has a major failure, an eligible consumer may be entitled to choose between a refund and replacement.
A major failure may include a product that:
- is unsafe;
- is substantially different from its description or sample;
- cannot be used for its normal purpose;
- cannot be used for a purpose disclosed before purchase; or
- has a problem that would have prevented a reasonable consumer from purchasing it had they known about it.
Where a problem is minor, we may initially choose to provide an appropriate repair, correction, replacement or reprint.
If a minor problem cannot be corrected within a reasonable time, the customer may become entitled to another remedy under applicable law.
Murano Animals remains responsible for handling statutory claims relating to products purchased through our website. We may work with production, fulfilment, carrier and payment services when assessing a request, but customers are not required to pursue those providers directly.
The fact that a product was limited-release, made to order or produced after purchase does not remove Australian Consumer Law guarantees.
EU and EEA right of withdrawal
This section applies where EU or EEA consumer withdrawal law applies to the purchase.
A consumer generally has 14 days after receiving an eligible online purchase to notify us that they wish to withdraw from the purchase without giving a reason.
A withdrawal notice may be submitted through the Customer Support Portal.
The customer should:
- select the affected order;
- choose the withdrawal or cancellation request type;
- identify the products covered by the withdrawal; and
- clearly state that they are withdrawing from the purchase.
The portal will provide an electronic acknowledgment or ticket confirmation that the customer should retain.
Customers who cannot access the Customer Support Portal may use the alternative contact method listed in section 16.
After notifying us of a valid withdrawal, the customer must return the affected products without undue delay and within the period required by applicable law.
Return costs
For a withdrawal based solely on change of mind, the customer is responsible for the direct cost of returning the products where that responsibility was properly disclosed before purchase.
We are responsible for reasonable return costs where required by law because a product is faulty, damaged, incorrect or otherwise non-conforming.
Product handling
A customer may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and operation.
The customer may be responsible for a reduction in value caused by handling beyond what would reasonably be permitted when inspecting a product in a physical store.
Products should be returned with their original packaging, accessories, labels and included materials where reasonably possible.
The absence of original packaging does not automatically remove a statutory withdrawal right, but damage or unnecessary handling may affect the refundable amount where permitted by law.
Refund following withdrawal
Following a valid withdrawal, we will refund eligible payments, including the cost of the least expensive standard delivery method offered for the order.
Additional costs resulting from the customer choosing express, expedited or another premium delivery method will not ordinarily be refunded.
The refund will be processed through the original payment method unless another method is expressly agreed.
Where permitted by law, we may withhold reimbursement until:
- the returned products are received; or
- the customer provides evidence that the products have been sent,
whichever occurs first.
Personalised-product exception
The right of withdrawal may not apply to products that are genuinely:
- made to the customer’s individual specifications; or
- clearly personalised for that customer.
This exception does not automatically apply merely because a product is:
- made after an order is placed;
- printed on demand;
- produced in limited quantities;
- part of a limited release; or
- unavailable for general restocking.
Where a product is genuinely personalised or made to an individual specification, this should be clearly identified on the product page or during checkout.
The personalised-product exception does not remove rights relating to faulty, damaged, incorrect, unsafe or non-conforming products.
Statutory rights in other locations
Customers may have additional consumer rights under the laws applying in their delivery location.
Where applicable law gives a customer a right or remedy that cannot be excluded, that right or remedy applies despite any inconsistent provision of this policy.
Where applicable law does not require us to accept a return, exchange, cancellation or refund, the terms of this policy apply.
Requests that are not covered
Subject to applicable law, a refund, replacement, exchange or reprint will not be provided where:
- the customer changed their mind;
- the wrong size, colour or variation was ordered;
- the product supplied accurately corresponds with the order;
- the delivery address supplied by the customer was incorrect or incomplete;
- the package was unclaimed or refused without a valid legal basis;
- the product was damaged through misuse, neglect or accident after delivery;
- the product was altered, repaired or modified and that action caused the problem;
- the product was used contrary to clear care or safety instructions;
- the issue consists only of ordinary wear and tear;
- a disclosed product limitation or defect was known before purchase;
- the request is fraudulent or materially misleading; or
- the requested remedy is not available under this policy or applicable law.
Minor differences in colour, print placement or appearance may occur because of display settings, product materials and production processes.
These differences will not ordinarily constitute a defect unless the product is materially different from its description, sample or product imagery, or applicable law provides otherwise.
Available remedies
Depending on the circumstances and applicable law, an available remedy may include:
- replacement;
- reprint;
- repair or correction;
- full or partial refund;
- price reduction;
- reimbursement of reasonable return expenses; or
- another remedy required by law.
Because products may be strictly limited, an identical replacement may not always be available.
Where an identical replacement cannot be supplied, we may offer another appropriate product, a refund or another remedy required by applicable law.
Customers will not be required to accept store credit where they are legally entitled to a monetary refund.
Refund processing
Approved refunds will ordinarily be returned through the original payment method.
We will provide confirmation through the Customer Support Portal when the refund has been submitted.
The time required for funds to appear in the customer’s account is controlled by the relevant bank, card issuer or payment service.
Original delivery charges, premium shipping charges, customs duties, taxes and return expenses will be refunded only where required by applicable law or expressly approved by us.
Customers must not submit complete payment-card details, card security codes, banking passwords or account-access credentials through the Customer Support Portal or by email.
Customer Support Portal requirements
To request assistance, use the Customer Support Portal available through our website.
The portal should be used for:
- damaged or defective product requests;
- incorrect product requests;
- lost-shipment reports;
- delivery-address issues;
- returned-to-sender packages;
- order changes;
- voluntary cancellation requests;
- statutory remedy requests;
- EU or EEA withdrawal notices; and
- refund-status enquiries.
Include:
- your full name;
- your order number;
- the affected product;
- a clear description of the issue;
- the remedy requested;
- clear photographs or video where relevant; and
- relevant carrier or tracking information.
We may request reasonable additional information required to assess and process the request.
Alternative support contact
Customers who cannot access or use the Customer Support Portal may contact:
General and order support Email: edhqsupport@exclusivedrops.com
Include the order number and a clear description of the request.
Do not email complete payment-card details, card security codes, banking passwords or account-access credentials.
Privacy and security matters are handled through the separate contact methods published in our Privacy Policy and Security information. Those contact details should not be used for routine order, return or refund requests.
EU and EEA model withdrawal form
Use this form only to withdraw from an eligible EU or EEA purchase.
The completed information may be submitted through the Customer Support Portal. Customers unable to access the portal may submit it using the alternative support contact in section 16.
To: Murano Animals Morphett Vale SA 5162 Australia
I give notice that I withdraw from my contract for the sale of the following products:
Product or products: [Insert product details]
Order number: [Insert order number]
Order date: [Insert date]
Date received: [Insert date]
Consumer’s full name: [Insert name]
Consumer’s address: [Insert address]
Consumer’s signature: [Required only if submitted on paper]
Date: [Insert date]