Refund policy

This policy applies to purchases from Otto & Ash.

**Change of mind**

You have 30 days from the date you receive your order to return an item you have changed your mind about.
To be accepted, the item must be unused, in its original packaging, and in a condition we could reasonably
sell again.

Return postage for change of mind returns is at your cost. We strongly recommend a tracked service, as we
cannot process a refund for an item that does not reach us.

For hygiene reasons, we are unable to accept change of mind returns on chew toys or feeding mats that have
been used.

**Faulty, damaged or incorrect items**

If an item arrives damaged, is faulty, or is not what you ordered, contact us within a reasonable time of
receiving it. We will cover the cost of return postage and provide a replacement or a refund, whichever you
prefer.

**Your rights under Australian Consumer Law**

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come
with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a
replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or
damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality
and the failure does not amount to a major failure.

**How to make a return**

Contact us with your order number, the item you wish to return, and a photograph if the item is damaged. We
will reply with a return address and instructions. Please do not send items back before contacting us.

**Refunds**

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to
the original payment method within 5 business days. Depending on your bank or card issuer, it may take a
further few business days for the funds to appear.

Original shipping charges are not refunded on change of mind returns. They are refunded in full where the
item was faulty, damaged or incorrect.