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Return Policy

Returns Policy

Last Updated 7th of March 2018

 

Your satisfaction is our top priority so if for any reason you're not 100% satisfied with your item you can return it to us hassle free for a full refund or exchange within 30 days of receiving your order.

Please note that all returns will need to be shipped to our offices in Victoria, Australia to be eligible to receive an exchange or refund.

Just send our customer service team a message here at anytime to let them know your order number (you can find this on your email order confirmation receipt) or full name and that you would like a refund or exchange - we'll be happy to assist you with your return.

 

Cancelling Or Changing Your Order

You can cancel or change your order up to 12 hours after placing an order on our online store by contacting us here and request to change your items (e.g. a different size) or cancel. After 12 hours no more cancellations or order changes can be accepted.

In order to provide the best customer service and have your items processed and shipped to you as soon as possible we cannot cancel or change any orders after this time, as they will have already been sent to our suppliers packaged and prepared for shipment.

However if you just wanted to add an extra item(s) to your order it would be easier and quicker to just place a separate order on our online store through the normal checkout process and you will not need to contact us in this case.

 

Our Money Back Guarantee

We offer a generous 30 day 100% money back guarantee and you can return an item to us for an exchange or full refund within 30 days of receiving your item under the follow conditions.

Our return policy lasts 30 days. If 30 days have gone by since the date you received your item 'date of delivery' (we use your item's tracking information to show date of delivery), unfortunately we can’t offer you a refund or exchange.

On the rare occasion you did not receive tracking information or the tracking failed - our return policy on these items is calculated by your date of order on our online store plus 35 business days + 30 days money back guarantee.

e.g. If your placed you order on our online store on the 1st of January, 2017 we guarantee delivery by 35 business days (7 weeks) + 30 day money back guarantee.

So your item will arrive by 19th February 2017 (35 business days / 7 weeks) + 30 day money back guarantee = 21st March, 2017.

You would therefore need to return your item to us on or before the 21st of March, 2017.  

If you need assistance please contact our friendly customer service team and they'll be happy to help you. You can also use this handy date calculator tool.

Please do not return items to the shipping address on your order package as these are our international manufacturers and we won't receive your returned item(s) to our head offices in order for us to process your refunds or exchanges at your request.

 

To Be Eligible For a Return

Your item(s) must be unused and in the same condition that you received them with any accessories you may have received with the item(s).

 

Returning Custom DIY Items

e.g. personalised items such as engraved pet name tags and collars etc

Please contact our customer service team if there was an error in your personalised customisations so we can investigate whether this was an error on our behalf or at the time of ordering on our online store.

If we find the error was on our behalf we will offer to send you out a brand new personalised item (if available), exchange for another item of equal value or process a full refund for you right away.

If we find the error was due to you at the time of ordering (e.g. a misspelled name to be engraved), we can only offer a partial refund (50%) on these items due to their personal customisations and inability to be resold, as long as we receive your return within our 30 day return policy.

If you accidentally entered in the wrong shipping address at the time of your order, we unfortunately cannot refund these orders as it is the customers' responsibility to enter in the correct email contact and shipping address details when making their order on our online store.

 

Additional Non-Returnable Items:

- Gift cards
- Any item that is returned more than 30 days after date of delivery
- Any item not in it's original condition, is damaged or missing parts for reasons not due to our error

 

    To Complete Your Return

    We require a receipt or proof of purchase which will be the email receipt with your order number. You would have received this email notification when you purchased your order on our online store. Without this receipt we cannot refund or exchange your item(s).

     

    Refunds

    Once your return is received and inspected, we will send you an email that will notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.



    Late or Missing Refunds

    If you haven’t received a refund yet, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us.

     

    Sale / Promotional Items

    We do offer refunds and exchanges on sale items on our online store under the same returns policy as regular priced items. We will be happy to exchange or offer a refund for the equal discounted value as what you paid for the item at time of purchase, as shown on your order receipt.  However we do not offer refunds on special discounted or promotional offers (e.g. if you used a discount code when purchasing your item or your item was a promotional give away, such as from email or social media posts).

     

    Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received and if it has been a approved, we will notify you by email and issue you store credit. We offer store credit or an exchange to gift recipients, we cannot give cash refunds in these instances.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

     

    Returns Shipping Costs

    You will be responsible for paying for your own shipping costs for returning your item to Genius Gecko. Shipping costs are non-refundable.  If you requested an exchange and we received your return, you will also need to pay the shipping cost to have a new item shipped out to you. 

    Shipping wait times for exchanged items will be the same as any items purchased from our store as outlined in our policy. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

     

    Customs and Duties Fees

    All associated customs and duties fees must be paid for by the customer. If you make a purchase on our website you acknowledge that you understand this risk before purchasing. You can find out any potential custom fees or duties you may incur by contacting your local customs office for assistance.