RETURNS
What if I change my mind?
We are passionate about making sure you have the right product for your needs.
If you change your mind about your purchased item, you are welcome to return it to us within 14 days and we will provide you with an exchange or a credit so you can choose something else. Please know we are always happy to help you find the right product to fit your needs.
Note: For hygiene reasons, we cannot accept change of mind returns or exchanges for wearable items such as body socks, compression sheets & fabric items such as clothing and weighted products, ear protection or any opened oral motor/chewable related items.
To be eligible for a return:
· Your request must be received within 14 days of receiving your purchase
· All returned items must be in the original packaging and condition that you received them, unopened and unused, with tags.
· You'll need the receipt or proof of purchase.
· You will be required to handle the cost of return postage including tracking.
Please note- we cannot accept returns on sale items (unless faulty) or gift cards.
Items sent back to us without first requesting a return will not be accepted.
To start a return or if you have any questions about returns, you can contact us at claire@thehappygiraffe.com.au.
Our Returns address is:
The Happy Giraffe
1/222 Chester Pass Road,
Milpara, WA, Australia, 6330.
Faulty or damaged goods
Please inspect your order upon receipt and contact us at within 7 days if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
If goods are defective or sent in error you can start a return by contacting us at claire@thehappygiraffe.com.au.
Please include the following details: Your name, contact number, order number or copy of your receipt, the product name, reason for return and advise us if you would like a replacement, exchange or refund. If a product is damaged, we may ask you to send through photos to make the claim process quicker.
We will notify you once we’ve received and inspected your return (or photos sent) to let you know if the refund is approved or not.
If approved, we will send you out a replacement, credit note or refund (using the same method of payment) depending on what your preference was within 10 working days. In the case we do not have a replacement in stock, this may take a little longer.
Please note:
* Products that have been paid by the NDIS, cannot be refunded, we can only offer an exchange on these items.
* Discounted or sale items cannot be returned or exchanged unless faulty
Chew Necklaces and Products
- People have differing levels of chew strength and styles which greatly impact the life of a chew necklace/chew product.
- If you or your child is chewing through or biting off parts of a chew, they will need a denser or wider product. Please get in touch as we are happy to support you in finding a more suitable chew for their specific needs.
- We cannot provide a refund for chews that have been opened, used / chewed through or damaged.
Fidgets:
- Please note that fidgets are intended to be used as tools that can aid in concentration. They ARE NOT TOYS and are not indestructible.
SQUISHIES:
· Whilst we would all love our 'squishies' to last forever, it is in the very nature of the products use, that at some point they will break.
· How long they last will depend on how they are used, pulled and squished. They may last 5mins, an hour, days, weeks, months or longer.
· We do not offer refunds or returns for wear and tear, misuse, or damage caused by the user.
· Please inspect your product upon opening, as The Happy Giraffe will only exchange 'Squishie' products found to be faulty on opening.
Complaints Policy
We do our very best to provide the best possible service and high-quality items. If for any reason you are not happy, please email us at claire@thehappygiraffe.com.au outlining your concerns. We would appreciate the opportunity to resolve the issue to everyone’s satisfaction as quickly as possible.
