Refund policy

eSpree — Returns & Refunds Policy

Your rights under 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. These rights apply regardless of our change-of-mind policy below.

Change-of-mind returns (30 days)

We offer a 30-day change-of-mind return policy — you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it: unused, with any tags, and in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at contact@espree.com.au. We'll review your request and, if approved, provide the return address and instructions on how to send your item back. For change-of-mind returns, return postage is at your cost.

Items sent back to us without first requesting a return will not be accepted.

Damaged, faulty, or incorrect items

Please inspect your order on arrival and contact us immediately at contact@espree.com.au if your item is defective, damaged, or you've received the wrong item. We'll make it right at no cost to you, as required under the Australian Consumer Law — including covering return postage where applicable.

Exceptions / non-returnable items

For hygiene reasons, certain items cannot be returned for change of mind once opened or used (for example, grooming items or anything that contacts a pet directly). We also cannot accept change-of-mind returns on sale items or gift cards. Your consumer guarantee rights for faulty goods always apply, regardless of this exception. Please contact us if you have questions about a specific item.

Exchanges

The fastest way to get what you want is to return your item (once approved) and place a separate order for the replacement.

Refunds

We'll notify you once we've received and inspected your return, and let you know if your refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your refund and you haven't received it, contact us at contact@espree.com.au.