Refund policy

At Alley Cat Trading, we want you to feel good about every purchase. We know that sometimes things don’t go quite to plan — whether it’s an item that isn’t quite right, arrives with a fault, or you’ve simply had a change of heart. Our goal is to make the process clear, fair, and as stress-free as possible.

This policy sets out how returns work both in-store and online. And don’t worry — your rights under the Australian Consumer Law always come first.

1. If Something’s Wrong (Faulty, Damaged, or Incorrect)

  • If your item is faulty, damaged, or we sent you the wrong thing, you’re entitled to a repair, replacement, or refund.

  • Let us know within 7 days of receiving your order or purchase (with your receipt, order number, and photos).

    • Send us a couple of photos showing:

      • the damaged item, and

      • the packaging it arrived in.

  • Return shipping costs are covered by us when the issue is confirmed to be our responsibility (e.g. damaged on arrival, wrong item sent). If inspection shows the damage occurred after delivery or is inconsistent with shipping damage, return shipping may be charged to the customer.

  • The original shipping cost isn’t refundable.

Note: This policy does not limit your rights under the Australian Consumer Law. Even if you cannot provide photos, you still have the right to a remedy, though providing them helps us resolve your claim much faster.

2. Change of Mind

In-Store Purchases

  • We’re happy to offer an exchange or store credit for items returned within 14 days of purchase.

  • Items must be unused, in original condition and packaging, with your receipt.

  • Cash refunds aren’t offered for change of mind unless required by law.

Online Purchases

  • Changed your mind? You can send it back within 14 days of delivery.

  • Items must be unused, in original condition and packaging.

  • Return postage is at your cost, and refunds/credits are processed once we receive and inspect the item.

3. How to Return Something

The easiest way:

  • Log into your account on our website and head to the Returns Portal.

  • From there, you can submit a request for a return, exchange, or refund directly online.

Alternatively:

  • Use the Contact Form on our website to reach us. We’ll provide you with return instructions and request any proof (such as photos for faulty items).

Once approved, simply post the item back (we recommend tracked postage for online orders). After inspection, we’ll process your exchange, credit, or refund.

4. What Can’t Be Returned

For hygiene, safety, or practical reasons, the following can’t be returned for change of mind:

  • Sale or clearance items

  • Pre-loved/vintage pieces

  • Perishable goods (e.g. food, coffee)

  • Personal care items (e.g. soaps, oils)

  • Socks, earrings, or other intimate/personal wear items

  • Gift cards

Minor imperfections from the production process are not considered faults.

5. Processing Times

  • Replacements: Please allow up to 4 weeks (transit + processing).

  • Refunds/Store Credits: Please allow up to 3 weeks after your return arrives. Refunds go back to the original payment method (bank processing times may vary).

In-store exchanges and credits are usually handled on the spot.

6. Need Help?

If you’re unsure or run into issues, simply head to the Contact Page on our website and we’ll guide you through the process.