Refund policy

Fernva Returns & Refunds Policy

Effective date: 8 August 2026

Australian Consumer Law

Our 30-day change-of-mind policy is additional to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee or remedy that cannot lawfully be excluded. If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, Fernva may provide an appropriate remedy in accordance with Australian Consumer Law.

Change-of-mind returns

You may request a change-of-mind return within 30 days after delivery. The item must be unused, unwashed, free from pet hair or damage, and returned in its original packaging with all accessories. For hygiene reasons, used grooming tools and personal-care items cannot be returned for change of mind. Gift cards, final-sale items and personalised items are not returnable for change of mind.

How to request a return

Email ccjhshop01@gmail.com before sending anything back. Include your order number and the reason for the return. We will provide the appropriate Australian return address and instructions. Do not send an item to the address shown on the original parcel unless we have confirmed that address in writing.

Return shipping and fees

We do not charge a restocking fee. For a change-of-mind, incorrect-size or other non-defective return, the customer is responsible for return shipping and the original shipping cost, if any, is not refundable.

If an item is faulty, damaged, not as described or incorrect, contact us as soon as possible. We may ask for reasonable evidence, such as photographs, so we can assess the issue. Fernva will provide a remedy and cover reasonable return costs where required by Australian Consumer Law.

Refunds

After an approved change-of-mind return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time.

Exchanges

For change-of-mind exchanges, the simplest option is to request a return and place a new order after the return is approved. If an item is faulty, damaged, not as described or incorrect, contact us before ordering a replacement.

Cancellations and order changes

You may request a cancellation or change within 12 hours of placing an order, provided fulfilment has not started. Once our fulfilment partner has begun processing or dispatching the order, cancellation or changes cannot be guaranteed. Customers may be responsible for additional redelivery costs caused by an incorrect or incomplete delivery address.