Last Updated: 1st July 2026

At Wildplanet Group, we want you to be completely satisfied with your purchase. We take customer support seriously and have created this policy to set clear expectations for both you and us.

By purchasing from us, you agree to the terms outlined in this policy.

Eligibility Requirements

Time Limit

You have 30 days from the date you receive your item(s) to request a return.

Condition Requirements

To be eligible for a return, your item(s) must be:

  • In original undamaged packaging
  • In the same condition you received it
  • Unworn and unused
  • With all tags and documentation intact

Non-Returnable Items

The following items cannot be returned:

  • Custom-made products (such as cut to length orders or personalised items)
  • Personal care goods (sanitary products, used toilets)
  • Perishable goods (food, flowers, plants, partially used consumables)
  • Hazardous materials, flammable liquids, gases, or damaged/used batteries
  • Clearance items or products purchased through promotions and sales
Return Categories

Change of Mind Returns

We accept change of mind returns if:

  • Your request is received within 30 days of delivery
  • Item(s) are in original packaging, unused and in resalable condition
  • Item(s) are not custom-made products

Defect, Damage, or Error Returns

If your item arrives defective, damaged, or we made a mistake with your order, we will make it right.

Please inspect your order when it arrives. If there’s an issue, contact us within 30 days of delivery

How to Request a Return

To start a return or report an issue, contact us and provide the following information:

Required Information:

  • Full name (as listed during purchase)
  • Order number
  • Email address (as listed during purchase)
  • Phone number (as listed during purchase)
  • Reason for return
  • Evidence of damage or defect (clear photos and/or videos)
  • Proof of purchase or receipt

Contact Methods:

  • Email: support@wildplanetgroup.com
  • Phone: +61 (0) 429 033 383

Response Time: We will respond within 7 working days.

Response Time: We will respond within 7 working days.

Return Process

  1. Contact us with the required information
  2. Wait for our approval and return instructions
  3. If approved, we’ll send you a return shipping label and instructions
  4. You have 5 business days from receiving the label to ship the item back to us

Important: Items sent back without requesting a return first will not be accepted.

Refund Process

Timeline

  1. Inspection: We inspect returned items within 5 business days of receiving them
  2. Notification: You’ll receive an update on approval within 5 business days
  3. Refund Processing: If approved, your refund will be processed within 10 business days
  4. Bank Processing: Your bank or credit card company may take additional time to post the refund

If more than 15 business days have passed since we approved your return, please contact us.

Refund Method

Refunds are automatically processed using your original payment method.

Refund Amount

Your refund will be based on the amount you actually paid at purchase. This may not be the full retail price if you used discount codes or promotions.

Restocking Fee – Effective 1st July 2026

Please note, a 10% restocking fee applies to all returned items. This fee helps cover the costs of handling, inspection and processing.

Thank you for your understanding and support.

Gift Items: Any gifts, promotional items, or bundled products included with your purchase must also be returned. If not returned, their value may be deducted from your refund.

Shipping Cost Refunds

  • Defects, damage, or our error: Original shipping costs will be refunded
  • Change of mind: Original shipping costs are non-refundable

Return Shipping Costs

  • Defects, damage, or our error: We provide a prepaid label at no cost to you
  • Change of mind: You are responsible for return shipping costs, which are non-refundable

Partial Refunds

In certain situations, only partial refunds may be granted:

  • Items showing obvious signs of use beyond inspection
  • Items returned without original packaging or with damaged packaging
  • Items returned more than 30 days after delivery
  • Items missing components, accessories, or documentation
Exchanges
  1. Return your current item following the process above
  2. Once your return is accepted and refund processed
  3. Make a new purchase for the item you want

This ensures you get what you want as quickly as possible

Contact Us

For any return questions, you can always reach us at:

Phone: +61 429 033 383

Email: support@wildplanetgroup.com

Thank you for your understanding and support.