STORE POLICY
RETURN & EXCHANGE POLICY
If you need to return an item, simply contact us via email by submitting the request via CONTACT US form in the SUPPORT page with the order number and reason for returning the item.
We DO NOT offer an exchange / refund for Change of Mind on items or purchase by mistake.
We DO NOT offer an exchange / refund for late delivery/damage in transit by Australia Post. Please contact them directly to file the claim.
All items to be returned must adhere to the following conditions in order for a refund/ exchange of the returned goods to be processed:
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Items to be returned must include all relevant documents (eg.warranty certificates, instruction manuals) tags, product accessories and must be returned along with the original packaging.
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All merchandise to be returned must be unused. Any products returned with a sign of damage - original factory seal tampered or original retail packaging damaged due to mis-handling/mis- use while in the customer’s possession will prohibit refund/exchange of the relevant items.
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Refunds will be processed within 10 working days once the returned goods have been shipped out to our designated warehouse.
SHIPPING POLICY
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Shipping Charges to Australian Addresses
PawsPlanet ships most Australian orders using Australia Post eParcel. Standard shipping is free for all orders delivered within Australia. We reserve the right to charge additional shipping fees for large, bulky, or commercial orders. Express delivery options are available for an additional fee, calculated based on the total weight and size of your order.
Shipping Method
Australia Post eParcel provides a door-to-door service. We can deliver to residential addresses, business addresses, and PO Boxes. When shipping to a business address, please ensure that the business name and a contact person are clearly provided. All deliveries require a signature upon receipt.
If no one is available to receive the parcel at the time of delivery, a postal card will be left, and the parcel can be collected from your nearest post office.
Global Fulfilment Network
PawsPlanet operates through a global network of distribution centres and reliable logistics partners to ensure efficient order fulfilment. Most orders shipped to Australia are handled by reputable international carriers with full tracking provided. Depending on the product type and availability, shipments may be dispatched from Asia, Europe, or North America.
Delivery Timeframes
Most orders are processed and dispatched within 3 business days of being placed. Items on backorder or temporarily out of stock may take longer to leave our warehouse. In such cases, we will notify you via email of any expected delays or changes in stock availability.
Estimated delivery times:
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Victoria, Tasmania, New South Wales, and South Australia: approximately 5–7 business days to metropolitan areas.
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Queensland, Western Australia, and Northern Territory: approximately 6–9 business days to metropolitan areas (orders may be shipped from our WA warehouse).
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Orders to remote or regional areas may take longer.
If your order includes multiple items, it may be shipped from a single warehouse (as a complete order) or from multiple supplier locations (in separate deliveries). You will receive a shipping confirmation email with tracking details and dispatch locations when your order is shipped.
International Shipping Costs
International shipping costs are calculated based on the destination country and total weight of your order. You can estimate the shipping cost by adding your desired products to the cart and using the “Estimate Shipping and Tax”feature at checkout.
Customs and Duties
Prices do not include overseas customs duties, import taxes, or clearance fees, which may be imposed by your local authorities. These charges are the responsibility of the customer and must be paid directly to the relevant courier or customs office prior to delivery.
PawsPlanet cannot be held responsible for any additional charges, delays, or refusals by customs authorities. If you decline to pay customs or import fees, your parcel may be abandoned, and no refund will be issued.
PAYMENT METHODS
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Credit / Debit Cards
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Bank Transfer
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All payment methods powered by STRIPE
Terms and Conditions of Sale
Terms and Conditions of Sale
By accessing or using AusBasket (“AusBasket”, “we”, “us”, “our”) or by purchasing products through our assisted buying and forwarding service, you (“Customer”, “you”, “your”) agree to be bound by the following Terms and Conditions (“Terms”). Please read them carefully before placing an order.
1. Nature of Service
1.1 Assisted Purchasing and Forwarding
AusBasket provides an international assisted purchasing and forwarding service. This means:
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You authorise us to purchase products on your behalf from independent third-party retailers, suppliers, or online marketplaces (“Third-Party Sellers”).
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We coordinate the international shipment and delivery of those products to your nominated address.
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We are not the manufacturer, retailer, or original seller of the goods.
1.2 Scope of Responsibility
Accordingly, AusBasket:
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Does not design, produce, or certify the goods.
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Does not make or imply any guarantee regarding quality, performance, safety, or suitability for a specific purpose.
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Is not responsible for any defect, warranty issue, recall, or misrepresentation made by the Third-Party Seller.
1.3 Our Role
Our role is limited to:
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Executing your purchase and payment instructions accurately and efficiently.
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Managing order fulfilment, logistics, and delivery through our trusted global partners.
2. Product Quality, Warranties and Liability
2.1 Product Representations
AusBasket makes no representation or warranty, express or implied, concerning the goods purchased — including but not limited to their quality, reliability, fitness for purpose, or conformity with any description or specification.
2.2 Third-Party Responsibility
All product warranties, guarantees, and responsibilities remain solely with the original Third-Party Seller or manufacturer. You should direct any product inquiries, warranty claims, or defect concerns to them.
2.3 Limitation of Liability
To the fullest extent permitted by law, AusBasket is not liable for any loss, damage, injury, or cost arising from the use or quality of goods purchased through our service. Our liability is strictly limited to the scope of our purchasing and forwarding functions and will not exceed the total service fees paid to AusBasket for the specific order in question.
3. Refunds and Returns
3.1 Products
As AusBasket is not the original seller of the goods, we cannot accept returns, exchanges, or provide refunds for products purchased through our service. Any return or refund requests must be directed to the relevant Third-Party Seller or manufacturer.
3.2 Service Fees
Refunds of AusBasket’s service fees will only be issued where required by applicable law or if a verified service error has occurred on our part.
4. Orders, Payment and Title
4.1 Order Accuracy
Orders are fulfilled strictly in accordance with the details you provide. AusBasket bears no responsibility for errors resulting from inaccurate or incomplete information.
4.2 Transfer of Ownership
Ownership of the goods passes directly from the Third-Party Seller to you upon purchase. AusBasket does not take title or ownership of the goods at any time.
4.3 Product Availability
If a product becomes unavailable after your order is placed, you will be notified, and a refund will be arranged for the product cost (excluding any service fees already provided).
4.4 Payment
Full payment must be received before we can proceed with purchasing or shipping your order.
5. Delivery and Risk
5.1 Delivery Estimates
All delivery timeframes are provided as good-faith estimates and are not guaranteed. Delays may occur due to courier schedules, customs clearance, extreme weather, or other factors beyond our control.
5.2 Transfer of Risk
Risk in the goods transfers to you once the items are dispatched from the Third-Party Seller or handed over to the carrier.
5.3 Delivery Details
It is your responsibility to provide accurate delivery information. Any loss, delay, or additional cost caused by incorrect or incomplete address details will be your responsibility.
6. Customs, Duties and Import Taxes
6.1 Importer of Record
For international shipments, you are considered the importer of record and are responsible for complying with all applicable customs and import regulations in your country.
6.2 Taxes and Duties
AusBasket does not collect or charge Goods and Services Tax (GST) on behalf of customers. All import duties, taxes, clearance fees, or related charges are separate from our service fees and must be paid directly to the relevant courier or customs authority prior to delivery.
6.3 Customs Clearance
We are not responsible for customs delays, inspections, or additional costs that may arise during the importation process. Failure to pay required duties or taxes may result in the parcel being withheld or abandoned, for which AusBasket bears no liability.
7. Limitation of Liability
To the maximum extent permitted by law:
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AusBasket shall not be liable for any indirect, incidental, or consequential losses, including loss of profit, business opportunity, or data.
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Our responsibility is limited to exercising reasonable care and skill in performing our assisted purchasing and delivery service.
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Under no circumstances shall our liability exceed the total service fees paid for the relevant order.
8. General Provisions
8.1 Currency and Pricing
All prices are stated in Australian Dollars (AUD) and exclude GST unless otherwise specified.
8.2 Order Modification or Cancellation
We reserve the right to cancel, amend, or decline any order due to suspected fraud, mispricing, product unavailability, or any other reasonable cause.
8.3 Accuracy of Information
While every effort is made to ensure accuracy, product listings and website content may occasionally contain typographical or factual errors. AusBasket does not guarantee that information provided is entirely error-free.
9. Disclaimer
AusBasket operates solely as your authorised purchasing and logistics partner. We are not the seller, manufacturer, or legal importer of the goods you order. We accept no responsibility for the quality, safety, legality, or performance of products obtained from Third-Party Sellers.