We want you to love your Puggylab stand. This policy explains your rights and how returns work. Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This applies to every item we sell, including items printed to order and items bought on sale. If a problem is a major failure, you choose whether you would like a refund or a replacement.
Faulty, damaged or not as described
- Email us at puggylabs@gmail.com with your order number, a short description and a photo of the problem.
- We will reply within 2 business days and arrange a replacement, repair or refund in line with the Australian Consumer Law.
- If we ask you to send the item back, we will cover the reasonable cost of return postage.
- If an item arrives damaged in transit, please contact us as soon as you can so we can sort it out quickly.
14-day change-of-mind returns
Changed your mind? We accept change-of-mind returns within 14 days of delivery, as long as the item is unused, undamaged and returned in its original packaging.
- Email us first so we can confirm the return address.
- Return postage is paid by you, and the original shipping fee is not refunded.
- Once the item arrives back with us, we refund the product price to your original payment method.
Change-of-mind returns are a courtesy and do not affect your rights for faulty items, which have no 14-day limit.
What is not a fault
Every stand is 3D printed, so these are normal and are not faults:
- Faint horizontal layer lines and small surface texture variations.
- Slight colour differences between your screen and the real filament.
Damage caused by misuse, accidents or exposure to high heat (for example, leaving a stand in a hot car) is not covered by the consumer guarantees.
Refund timing
Refunds go back to your original payment method. We process them within 2 business days of approval; your bank may take a further 3–10 business days to show the funds.
Contact
Puggylab, Melbourne VIC, Australia
ABN 66 531 701 515
Email: puggylabs@gmail.com