Refunds, returns & shipping

Overview

Thank you for shopping with Cassie and Friends.  Please read our refund policy carefully before making a purchase.

At Cassie and Friends, we want every book and cuddly friend to arrive ready to bring smiles and confidence to little learners.  If something isn’t quite right, we’ll always do our best to make it right.

30-Day Money Back Guarantee

We stand by the quality of our products and offer a 30-day money-back guarantee from the date of purchase.

How to Request a Refund

To request a refund, please contact us at cassieandfriends@outlook.com.au within 30 days of receiving your product. Please include your order number and the reason for the refund request in your email.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us immediately at cassieandfriends@outlook.com.au​.

We will make every effort to assist you with the return process and provide a full refund or replacement.

Please include your order number, a description of the issue and a photo of the item.

Shipping

At Cassie and Friends, we carefully pack each order so it arrives safely and ready to bring smiles to little learners.

Once an order has been shipped, delivery times are controlled by the postal carrier.

While Cassie and Friends are not responsible for delays caused by postal services, we will always do our best to help track your parcel and assist with resolving any delivery issues.

If you believe your parcel has been lost, please contact us immediately, and we will help investigate the issue with the carrier.

Plush Toy Returns

For health and hygiene reasons, plush toys cannot be returned if they have been opened, used, or washed, unless the item is faulty.

Change of Mind Return Eligibility

To be eligible for a refund:

• You must contact us within 30 days of receiving your product.
• The item should be unused and in the same condition as when you received it.
• It should be in its original packaging, where possible.
• Customers are responsible for return postage costs for change-of-mind returns.

Once the item is received and inspected, we will offer a refund, store credit or exchange.

Proof of Purchase

To complete your return, we require a receipt or proof of purchase. Please retain your receipt or proof of purchase to be eligible for a refund.

Refund Process

Once a returned item has been received and inspected, approved refunds will be processed to your original payment method within 5~10 working days.

Delivery Time

The time it takes for your exchanged product to reach you may vary depending on your location.

Pre-order Policy

From time to time, Cassie and Friends products may be available for pre-order.

Pre-orders allow you to secure your item before it arrives in stock.

Please note:

• Pre-ordered items will be shipped once stock arrives.
• If your order includes both pre-order and in-stock items, they may be shipped together once all items are available.
• Estimated shipping dates are provided as a guide and may change due to manufacturing or shipping delays.

If there are any significant delays, we will keep you informed.

Your Consumer Rights

Our products 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.

Need help?

To arrange a return or refund, please contact us:

Email:  cassieandfriends@outlook.com.au​

Please include your order number and details of the issue.

By making a purchase from Cassie and Friends, you acknowledge and accept the terms and conditions stated in this refund policy.