Refund policy
At Alley Cat Trading, we want you to feel confident about every online purchase. If an item is faulty, damaged, or incorrect, or you wish to request a change-of-mind return where eligible, this policy explains what to do next.
This policy applies to online purchases. 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.
Please let us know promptly after you discover the issue. Include your order number or other proof of purchase, and photos of the item and packaging if available.
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
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
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).
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.