Refund policy

We want you to be happy with what you bought. If something is not right, tell us and we will sort it out.

Your rights under Australian Consumer Law

Nothing in this policy takes away or limits 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A failure is major when the item:

  • has a problem that would have stopped you buying it had you known about it
  • is significantly different from the description, sample or demonstration model
  • is substantially unfit for its normal purpose and cannot easily be made fit
  • is unsafe

If the failure is major, you choose between a refund and a replacement. If the problem is minor, we may choose to repair it, replace it or refund you.

Changed your mind? You have 30 days

If you simply change your mind, you have 30 days from the day your order is delivered to ask us for a return.

To be accepted, the item must be:

  • unused and in resaleable condition
  • in its original packaging with any tags, inserts and accessories included
  • not one of the excluded items listed below

For change of mind returns you pay the return postage. We refund what you paid for the product. Original shipping charges are not refunded.

Faulty, damaged or the wrong item

If your order arrives damaged, faulty or is not what you ordered, email us within 30 days of delivery with your order number and a photo or short video showing the problem.

We cover return postage on faulty, damaged or incorrect items. In many cases we will not ask you to post it back at all. We will simply replace it or refund you.

This 30 day window is our own service standard. It does not limit your rights under the Australian Consumer Law, which continue for a reasonable period based on what the item is and what it cost.

What we cannot take back on change of mind

For hygiene reasons we cannot accept change of mind returns on:

  • brushes, combs and grooming tools that have been used on an animal
  • any item that has been used, washed or is no longer in resaleable condition
  • gift cards

These exclusions do not apply if the item is faulty, damaged or not as described. In that case the section above applies.

How to start a return

  1. Email yoursidekickmate@gmail.com with your order number and what is wrong
  2. We reply within 2 business days with what to do next and, if the item needs to come back, the return address
  3. Post it back using a tracked service and keep your receipt
  4. Once it arrives and we have checked it, we process your refund

Please contact us before sending anything back. Returns posted without approval may not be refunded, and we cannot take responsibility for parcels lost on the way to us.

Refunds

Refunds are made to your original payment method. We process approved refunds within 3 business days. Your bank or card issuer usually takes a further 3 to 10 business days to show the money in your account.

If 15 business days have passed since we confirmed your refund and you still have not received it, email us and we will chase it.

Exchanges

The quickest way to swap an item is to return the original for a refund and place a new order for what you want. That way you are not waiting on the return to clear before the new item ships.

Cancelling or changing an order

Email us as soon as you can. If your order has not been dispatched we will change or cancel it. Once it has left the warehouse it has to be handled as a return.

Parcels returned to sender

If a parcel comes back to us because the delivery address was wrong or it was not collected, we will refund the product price less the return cost. If you would rather we resend it, you will need to pay postage again.

Contact

SIDEKICK
SIDEKICK - ABN: 67585870707
yoursidekickmate@gmail.com

We answer emails within 2 business days, Monday to Friday.