Refund policy

Returns and Refund Policy

You are entitled to a replacement or refund for a major fault, and we will repair, replace, or refund if the item is faulty, damaged, or not as described.

Please email hello@capybaraontheclouds.com.au with your order number and photos of the issue.

Change-of-Mind Returns

We accept change-of-mind returns within 14 days of delivery for eligible products.

Eligibility

Items must be unused, in their original condition, and returned with all original packaging and tags attached.

Exclusions

The following items cannot be returned for change of mind:

  • Custom or personalised items
  • Items that have been used, washed, damaged, or altered after delivery

  • Hygiene-related items, such as earrings or socks

Fees

  • A 15 percent restocking fee applies to all approved change-of-mind returns.
  • The buyer pays all return shipping costs
  • Original shipping costs are non-refundable.

Request return

To request a return, email hello@capybaraontheclouds.com or log in to my-account.capybaraontheclouds.com.au within 14 days of receiving your order. We will provide return instructions.

Incorrect Address

If an incorrect or incomplete address is provided and the parcel is returned to us, the buyer is responsible for the cost of re-shipping the parcel.

Refunds

Once your returned item is received and inspected, we will notify you of approval or rejection. Approved refunds are processed back to your original payment method.