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We have a 7-day Return Policy, which means you have 7 days after receiving your item to request a return.

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1. To be eligible for a return, you must provide photos of damaged item and message us through our web site. It must also be in the original packaging and notify us within 24 hours of receiving the item.

2. Items sent back to us without requesting a return will not be accepted

3. To complete your return, we require a receipt or proof of purchase.

4. We do not process change of mind refunds. Please make sure when you place your order, you are satisfied with the choices.

5. In other cases, or to start your return, like missing order, please contact us via carlosward@fatcowwoodcraft.com.

6. Please note that returns will need to be sent to the following address: 76 Settlers Way, RD 1, Okaihau, 0475.

7. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

8. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

9. If you are approved, then your refund will be processed, and a credit will automatically be applied to your given bank details, within a certain amount of days.

10. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

11. If you are shipping an item over $35, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

12. If you have not received a refund yet, first check your bank account again. Then contact your bank provider, it may take some time before your refund is officially posted.
    There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at carlosward@fatcowwoodcraft.com.

13. Damages and issues
    Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

14. Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as custom products (special orders or personalised items), and personal care goods.

15. Unfortunately, we cannot accept returns on sale items.

16. All services are non-refundable.

17. Exchanges

    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

18. European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

19. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at carlosward@fatcowwoodcraft.com.