Returns and Exchanges

Returns and Exchanges

If you have changed your mind about your purchase or purchased the incorrect size or item, we will be pleased to offer you a refund provided that:

  1. The item(s) is not a gift card, nor a personalised item.
  2. You return the item(s) within 30 days of your order being received, after this time has passed we are unable to accept returns.
  3. Your item(s) must be unused, unworn, unwashed and in the same condition that you received it.
  4. All packaging and care tags must still be attached to items to be eligible for a refund. Any items returned without packaging or tags, will not be refunded.
  5. If you purchased an item as part of a bundle (e.g. items included in a tote bag or gift box) the entire bundle/box must be returned and all items must be unused, unworn, unwashed and in the same condition that you received it.
  6. Personalised (e.g. dog bandana with name) item(s), are non-returnable/non-refundable as they cannot be restocked and resold.

Please note: we do not offer exchanges on our products (only returns for refund that meet all requirements of the policy).

Returns Process:

  1. Please e-mail play@riekosworld.com.au as per below:
    1. Subject line to include order number
    2. Within the body of the email to include the email address you used to order and a description of the reason for refund request AND a photo of the unused item.
  2. Your return will be reviewed you will then receive an email confirming (or rejecting) your return. If your return is approved you will receive information on where to ship your returned item(s) to.
    1. Unless the item is faulty the cost of shipping is to be borne by the orderer/returner.
  3. Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded. 
  4. Please enter the tracking details for your return in an email. You will receive an email on receipt of the item(s) at Rieko's World Headquarters.
    1. Rieko's World is not liable for returns lost in the post / not received at the Headquarters.
  5. It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items. 

And once your returned item(s) have been inspected, your refund will be processed to your original payment method. If there are any issues, we will get in contact with you.

 Refunds:

  • Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if there are issues with the return.
  • Your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependant on your financial institution).
  • Refunds will only be process to your original method of payment (unless it was a gift and these will be refunded as a store credit onto a gift card and emailed).
  • Late or Missing Refunds: If you haven't received your refund within 10 business days of receiving your notification of refund:
    1. Double check your bank account (please remember that the amount refunded won't include your original shipping costs)
    2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card
    3. If you have done these steps and still have not received your refund, please email us at: play@riekosworld.com.au 

Exchanges:

  • We are unfortunately unable to accept exchanges due to the possibility of our products selling out. 

Personalised Items:

  • If you have purchased an item and added personalisation to it, these items are non-returnable/non-refundable as they cannot be restocked.

Sale items:

  • If you wish to return an item which is part of a sale, please note you will be refunded the amount that you purchased the item(s) for during the sale.
  • If you wish to re-purchase, the sale price(s) usually may not be honoured once a sale has finished.

Gift Orders:

  • If the order you received was a gift and you need to return any items, the original value of the items will be credited on a gift voucher for you to use on a future order.
  • Please contact us prior to returning the items, so a note can be made on your order. Otherwise, the items may be refunded to the original payment method.

Incorrect Item received:

  • We apologise that you received the incorrect item. If any items you receive are incorrect, please email play@riekosworld.com.au within 5 days of receipt of order to notify us. 
  • Please be sure to include your order number, the incorrect item received and what the correct item should be.
  • If the item that you didn't receive is unfortunately unavailable as it has sold out, we can offer to replace it with a different item of the same value or process a refund.

 Faulty/Damaged Items:

  • If any items you receive are faulty or damaged, please email play@riekosworld.com.au within 3 days of receipt of item to notify us. Please be sure to include your order number, best contact details, details of the fault/damage AND a photo of the fault/damage.
  • After receiving your email, we will provide you with return details so you can return the item to us.
  • Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will post you a replacement item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs).

Warranty/Guarantee:

  • Rieko's World products are made from high quality and durable materials, however they are not indestructible. We guarantee our pet wear and accessories at the time of purchase against material defects and workmanship. However if you experience a problem with any of our products, please send an email to play@riekosworld.com.au with details AND a photo of the issue. Any warranty claims must be received within 60 days of purchase, otherwise we are unable to replace any items.
  • Please ensure that you inspect all items for wear prior to use.
  • All items purchased should be used by your pet whilst being supervised.

Our warranty/guarantee does not cover normal wear and tear.  Any claims after 60 days may not be valid, as the damage may be considered normal wear and tear.

We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.