Refunds

You may return most new, unopened items with original tags and packaging, sold and fulfilled by [email protected] within 30 days of dispatch for a full refund. However, some products have different policies or requirements associated with them.

If you aren’t satisfied with your purchase, you may be eligible for a return or exchange depending on the situation and the type of item you have purchased. We reserve all the rights to charge a handling fee on all items returned for non-quality issues.

If we shipped you the wrong item: You have two options: 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with our customer support team before sending the items back. In many cases, you have 30 days after dispatch of your order to contact our customer support and request a return or exchange. Make sure to read the Product-Specific policies below for more details (when applicable) and exceptions.

If an item is missing from your order: Contact our customer service team to inform about the missing item from your order. Once we confirmed that an item was missing, we will offer a full refund of the item value or initiate the replacement process.

If your package is lost during shipping: Contact Customer Support Team to inform us you didn’t receive your package. Once we confirm with the courier company that your package is lost, we will offer a refund or resend the items.

If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. At the time of requesting refund, please provide the photographs clearly showing the problem with the item and your order number to our Customer Support Team. If you believe your item was damaged during shipping, Customer Support will need photographs showing the damaged packaging as well as “Proof of Damage” documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it’s damaged during shipping, you can reject it. Platypus Dreaming will ship you a new item at the earliest date possible.

“The 30-Day Money Back Guarantee” is available under following circumstances:
1. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID within 45 calendar days from the date of dispatch.
2. Return must be authorised by Platypus Dreaming via email.
3. Item must be returned in its original & resell condition; packaging must not be broken where applicable.
4. Return postage and handling is buyer’s responsibility.
5. Refund does not include original shipping cost. Refund method will be determined by Platypus Dreaming.
Where “The 30-Day Money Back Guarantee” is not available, or “The 30-Day Money Back Guarantee” period is expired.

A. Return of Non-Broken Item within Warranty Period
1. Platypus Dreaming may reject any returns under below circumstance at our discretion:
The detailed size cart is included in the description. The size you choose does not fit you well.
The 30-Day Money back Guarantee period is expired.
The order was placed by mistake but wasn’t cancelled within 12 hours.
2. Return must be authorised by Platypus Dreaming via email.
3. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID.
4. Item must be returned in its original and resell condition and packaging must not be broken or damaged where applicable
5. Return postage and handling is buyer’s responsibility
6. Under any circumstances we will not refund the original shipping cost
B. Return of Broken Item within Warranty Period
1. Refer to Warranty Policy for warranty information.
2. Return must be authorised by Platypus Dreaming via email.
3. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, Transaction ID.
4. Item must be returned in reasonable condition and original packaging where possible, and must include all accessories unless approved by Platypus Dreaming otherwise.
5. Return postage and handling is buyer’s responsibility

Warranty Policy

1. All warranties are back-to-base warranties.

2. Where applicable, the warranty offered for the products sold by Platypus Dreaming are the manufacturer’s warranty, and therefore warranty related enquires must be made directly to the manufacturer.

3. Where there is no manufacturer’s warranty available, Platypus Dreaming offers the warranty.

4. In the event of a warranty claim, regardless of manufacturers’ or Platypus Dreaming’s warranty, all warranty related shipping costs (both ways) are buyer’s responsibility, unless in the event of Dead On Arrival (DOA), or incorrect handling by us, we will pay for all warranty related shipping costs.

*DOA or incorrect items must be returned to us for testing and verification within 7 days of initial shipping.
*If DOA item is tested to be working, it will be returned to you at your own cost.
*If DOA item is not received by us within 7 days of initial shipping, it will be treated as normal warranty item.
5. Platypus Dreaming’s warranty is limited to replacement, repair or refund of the item, to be determined by Platypus Dreaming.

6. Warranty does NOT apply to damages as a result of misuse of any form or improper care by the user.

7. If refund is determined by Platypus Dreaming to be necessary, we will NOT refund original shipping cost.

8. Warranty does NOT cover normal wear and tear, or damages caused by or resulting from any form of misuse or improper use by the user.

9. If you would like to refund the product, please send an e-mail to [email protected] PlatypusDreaming.com.au with your reason for the refund and your order number. Then we will give you the cargo company name and information.

Shipping

1. WORLDWIDE SHIPPING. (Except some countries and APO/FPO)

2. Order processing time take around 48 hours before shipment. Deliveries can take 7-21 Days.
We can’t promise delivery times. We can’t control delays caused by the weather or the postal service.  If the maximum number of business days has passed and your package is missing, please reach out to us, and we will assist you the best way we can!

Estimated Delivery Time:

(Order processing time not included)
7-21 Business Days – International
Please note that 7-21 Day deliveries are an estimation and that it may take longer than this depending on where you live or if it’s a busy time of the year.
Busy time of the year: 12-35

If you didn’t get your order in 60 days, we will refund you in full.

3. We only ship to confirmed order addresses. Your order address MUST MATCH your Shipping address.

4. SERVICE TRANSIT TIME is provided by the carrier and excludes weekends and holidays. Transit times may vary, particularly during the holiday season.

5. I placed an order but I didn’t receive a confirmation email, what’s going on?Please check your SPAM folder to see if your confirmation email was sent there.

6. If you have not received your shipment within 30 days from payment, please contact us. We will track the shipment and get back to you as soon as possible with a reply. Our goal is customer satisfaction!

7. Due to stock status and time differences, we will choose to ship your item from our first available warehouse for fast delivery.

For any other enquiries, you can reach us by emailing us at [email protected]

Happy Shopping!

Shopping cart

No products in the cart.