At Thirsty Squirrel, we stand behind the quality of our products. If something's not right, we'll do what we can to make it better. Here's how our returns and refunds work:
1. Return Eligibility
We accept returns within 30 days of purchase for the following reasons:
- Damaged or defective products
- Incorrect items received
- Unopened and unused products in original packaging
2. Return Process
To initiate a return:
- Contact our customer service team
- Provide your order number and reason for return
- Follow the return instructions provided
- Ship the item back to us
We accept returns within 30 days of your purchase, provided:
- The item is unused, unworn, and in original condition
- It includes all original packaging, tags, and accessories
- You can provide proof of purchase (e.g., order number or receipt)
To start a return, email us with:
- Your order number
- The item(s) you wish to return
- A quick explanation (optional, but helps us improve)
3. Refund Process
Once we receive your return:
- We will inspect the returned item within 5 business days
- If approved, refund will be processed within 5-10 business days
- Refund will be issued to the original payment method
- Shipping costs are non-refundable unless the return is due to our error
If you ordered the wrong size or colour and want to swap it:
- Let us know via email
- If the item is in stock, we'll send the replacement once we receive the original
4. Non-Refundable Items
The following items are not eligible for refund:
- Opened or used products
- Products damaged due to customer misuse
- Custom or personalized items
- Gift cards
5. Contact Us
If you have any questions about our refund policy, please contact us at:
Email: returns@thirstysquirrel.com.au
Our Promise
We're not into making things difficult. If you've got a problem, reach out — we're real people, and we're here to help.