Refund policy
1. Overview
At BIANCOJUJU, we want you and your pet to be happy with your purchase. This policy explains our change-of-mind returns, exchanges, refund procedures and how we handle products that arrive incorrectly or do not meet applicable consumer guarantees.
This policy applies to purchases made through the BIANCOJUJU website, subject to applicable consumer protection laws.
Our change-of-mind policy is offered in addition to your statutory rights. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under applicable law.
2. Change-of-Mind Returns
If you change your mind about a purchase, BIANCOJUJU offers a voluntary return policy under which you may request a refund or exchange within 7 days of your order being delivered, as shown in your delivery tracking information.
To qualify for a change-of-mind return, the product must be unused and in its original condition, with its tags attached and original packaging included where possible.
Change-of-mind returns are subject to the eligibility requirements set out below. This policy does not apply to products that are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable consumer guarantees. Those issues will be assessed separately under the relevant consumer protection laws.
3. Return Eligibility
To be eligible for a change-of-mind return or exchange, the following conditions apply:
- Return timeframe: Your return request must be submitted within 7 days of delivery.
- Product condition: The product must be unused and in its original condition, with tags attached and original packaging included where possible.
- Sale and promotional items: Clearance, promotional and sale items are not eligible for change-of-mind returns or exchanges, unless otherwise stated by BIANCOJUJU. This exclusion does not affect any rights you may have under applicable consumer protection laws.
- Hygiene and safety: For hygiene and safety reasons, change-of-mind returns may not be accepted for products that have been used, washed, damaged or show signs of pet hair, odours or dirt. Certain hygiene-related products may also be excluded from change-of-mind returns where this is disclosed on the relevant product page.
These conditions apply to voluntary change-of-mind returns only and do not override any statutory rights or remedies.
4. Products That Are Faulty, Damaged or Not as Described
If a product is faulty, damaged, unsafe, not as described or otherwise fails to meet an applicable consumer guarantee, please contact us so that we can assess the issue and determine the appropriate remedy.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or another remedy.
The 7-day change-of-mind window, sale-item exclusions and original-condition requirements do not limit any rights you may have under applicable consumer protection laws.
Please email hello@biancojuju.com with your order details, a description of the issue and photographs where relevant. We may request further information reasonably necessary to assess your claim.
5. How to Request a Return or Exchange
To request a return or exchange, please email hello@biancojuju.com and include:
- Your order number.
- The email address used to place the order.
- The reason for the return or exchange.
- Photographs of the product, where relevant.
Once we receive your request, our team will review the information and provide the applicable return instructions, including the return address.
Please wait for our instructions before sending the parcel, so that it is sent to the correct address.
For change-of-mind returns, the product must meet the eligibility requirements in this policy. For faulty, damaged or incorrectly supplied products, we will assess the request under the applicable consumer protection requirements.
6. Return Shipping Costs
Change-of-mind returns
For eligible change-of-mind returns, the customer is responsible for the cost of returning the parcel to BIANCOJUJU.
Incorrect, faulty or otherwise non-compliant products
Where a product is incorrectly supplied or fails to meet an applicable consumer guarantee, BIANCOJUJU will meet the return shipping or other reasonable return costs where required by law. We will advise you of the appropriate arrangements for your case.
Please retain any return postage receipts where you have incurred costs relating to a product issue.
7. Return Processing and Refunds
Once your returned parcel arrives at our warehouse, our team will inspect the product and assess the return in accordance with this policy and applicable law.
Return parcels may take up to 10 working days to reach our warehouse from the date they are sent. We will notify you by email once your return has been processed.
Refunds
Approved refunds will generally be issued to the original payment method. Refunds to credit or debit cards usually appear on your statement within 5–7 working days after processing, although the time taken may vary depending on your bank or payment provider.
During periods of high demand, processing may take longer. We will make reasonable efforts to keep you informed of any significant delays.
These timeframes are estimates for the handling and receipt of refunds and do not limit any timeframe or remedy required by applicable law.
Exchanges
Where an exchange is approved, we will advise you of the next steps and arrange the exchange in accordance with the agreed arrangements and applicable law.
8. Incorrect Items Received
If you receive an item different from the one you ordered, please contact us at hello@biancojuju.com and provide:
- Your order number.
- The email address used to place the order.
- A description and photographs of the item received.
Our team aims to review your request within 3 working days. Once the issue has been confirmed, we will provide return instructions and arrange for the correct item to be dispatched, or another appropriate remedy where required.
BIANCOJUJU will cover reasonable return postage costs for incorrectly supplied items where applicable and will not treat the matter as a change-of-mind return.
9. Order Cancellations
We aim to fulfil all accepted orders. In rare circumstances, an order may need to be cancelled because we are unable to fulfil it.
If BIANCOJUJU cancels an order after payment has been taken and the order cannot be fulfilled, we will notify you and refund the payment for the cancelled order, subject to any applicable legal requirements.
If you wish to cancel an order, please contact us as soon as possible. We cannot guarantee that a cancellation can be accommodated once an order has entered processing or has been dispatched.
Nothing in this section excludes any cancellation rights or other remedies available under applicable law.
10. Fraud Prevention and Order Verification
To protect our customers and BIANCOJUJU from unauthorised transactions, certain orders may require additional identity or payment verification before dispatch.
If verification is required, we will contact you by email with details of any further information needed. Verification may delay dispatch while the review is completed.
We will handle any information provided for verification in accordance with our Privacy Policy and applicable privacy laws.
11. Consumer Protection Rights
This policy operates alongside your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993 and any other applicable consumer protection legislation.
Depending on the circumstances, these laws may provide rights to a repair, replacement, refund, cancellation or other remedy where a product does not meet the applicable consumer guarantees.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
12. Contact Us
If you have questions about returns, exchanges or refunds, please contact our team:
Email: hello@biancojuju.com
Please include your order number and relevant details so that we can assist you as efficiently as possible.