Returns and Refunds Policy

All products on this website are sold by My Pet Memorials (MPM) ("we", "us", "our"). By purchasing from our website www.mypetmemorials.com.au, you agree to be bound by this Returns and Refunds Policy, in accordance with the Australian Consumer Law.

Your Rights Under Australian Consumer Law

Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL). You may be entitled to a refund, repair, or replacement if a product you purchased:

• Is faulty, damaged, or defective (excluding damage caused by misuse)
• Is substantially unfit for its intended purpose and cannot be easily remedied within a reasonable time
• Is unsafe for use

If the issue is deemed a major failure, you are entitled to a full refund or a replacement.

Change of Mind & Incorrect Purchases

We are not required to provide a refund or replacement if you:

• Change your mind
• Make an error during the purchase
• Cause damage to the product after delivery

However, we may offer discretionary support in limited cases. Please contact us directly to discuss your individual circumstances.

How to Request a Refund or Exchange

To lodge a return, refund, or exchange request for products affected by a major problem, please email: customercare@arrowbronze.com.au within 10 days of discovering the issue, and include the following:

Your order number or proof of purchase
Clear photographsof the product showing the issue
A brief explanation of the fault or concern

We may request further information or ask you to return the product to an address nominated by us.

Assessment of Claims

When assessing your return or refund request, we may consider:

• The time elapsed since purchase
• The nature and expected use of the product
• The reasonable lifespan of the product
• The extent of use before the issue arose

Our team will assess the situation promptly and in good faith under consumer law guidelines.

Approved Refunds & Exchanges

If your claim is accepted:

• We will arrange and pay for return shipping (to the original delivery address)
• We will reimburse any reasonable return postage costs if we request that the product be sent back
• Refunds will be issued in the original payment method and for the amount paid