Refund Policy
At Danella & Co. we try our absolute best at all times to give you the most seamless experience and deliver the best possible quality product, right to your door. However, there are factors within the process that is out of our control. Delivery is a major one. Once your order has been dispatched, it is out of our hands. Weather, flight delays, customs are just a few reasons why you may experience delays. Another factor is due to us using only natural materials ie. Hemp and leather, there may be markings on the fabric and leather that is also out of our control. We try our best to cut pieces that have the least markings on them, but as with all natural fibres, they will have imprints ingrained into them directly from Mother Nature herself, we like to refer to these as finger prints. We try our best not to have much waste from the production of our Hempies, so we also take into account exactly just how much is too much when fabric and leather is cut away due to its beautiful natural imperfections.
Keeping these in mind, you’re welcome to return or exchange your item/s if you are unhappy for any reason for an exchange or refund within 14 days of delivery date for Australian customers and within 30 days of delivery date for International customers (for dispatch date please refer to your tracking number for details) provided they are:
1. Un-used and in brand new condition.
2. Sent back with all its original packaging, including all items that originally arrived to you.
3. Received all returned items by us undamaged and in the same condition as you received them in.
Simply send it back to us and along with a quick email to customer care, wecare@danellaandco.com with your tracking number, order number or email used to make the order and a quick reason why you’ve decided to return your item/s. We'll need to utilize your email correspondence as a reference to the outcome of your refund/exchange, so please be specific and attach photos and/or any other material that may help you with your claim. We opted to do this via email to further support less waste.
There are certain situations where only partial refunds are granted: (if applicable)
1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
2. Any item that is returned more than 14 days after delivery.
Refunds (if applicable):
Once your return is received, it will be sent to our processing team. You'll receive an email notifying you that we have received your returned item/s and upon checking your claim along with your returned item/s we'll email you regarding the outcome of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 business days.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again, it may take some time before your refund is officially showing.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at wecare@danellaandco.com.
Sale items (if applicable):
Only full priced items may be refunded, unfortunately sale items cannot be refunded, instead a credit note will be issued, provided that all conditions are met as per stated above.
Exchanges (if applicable):
If you need to exchange any item/s, please kindly send us an email with all your order details on it to wecare@danellaandco.com and send your item/s to: Po Box 4264, Rochester St, Homebush, NSW, 2140, Australia. Please note that we limit exchanges to one per customer/per order number. Shipping charges for any exchanged items being sent back to you are charged at a flat rate of $5AUD for Australian orders and $12.50USD for International orders.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out, about your return.
Shipping:
Please forward any returns to: Po Box 4264, Rochester St, Homebush, NSW, 2140, Australia.
You will be responsible for paying for your own shipping costs for returning your item/s to us for refunds and charged accordingly for any exchanges - please refer to "Exchanges (if applicable)".
1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
2. Any item that is returned more than 14 days after delivery.
Refunds (if applicable):
Once your return is received, it will be sent to our processing team. You'll receive an email notifying you that we have received your returned item/s and upon checking your claim along with your returned item/s we'll email you regarding the outcome of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 business days.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again, it may take some time before your refund is officially showing.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at wecare@danellaandco.com.
Sale items (if applicable):
Only full priced items may be refunded, unfortunately sale items cannot be refunded, instead a credit note will be issued, provided that all conditions are met as per stated above.
Exchanges (if applicable):
If you need to exchange any item/s, please kindly send us an email with all your order details on it to wecare@danellaandco.com and send your item/s to: Po Box 4264, Rochester St, Homebush, NSW, 2140, Australia. Please note that we limit exchanges to one per customer/per order number. Shipping charges for any exchanged items being sent back to you are charged at a flat rate of $5AUD for Australian orders and $12.50USD for International orders.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out, about your return.
Shipping:
Please forward any returns to: Po Box 4264, Rochester St, Homebush, NSW, 2140, Australia.
You will be responsible for paying for your own shipping costs for returning your item/s to us for refunds and charged accordingly for any exchanges - please refer to "Exchanges (if applicable)".
Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. So please take this into account before you submit an exchange.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item/s.
Please note that natural bamboo wood absorbs water. Since our toothbrushes are made from natural bamboo please ensure to keep it in a place where it can dry between brushes as this will help eliminate mould and water which may damage your toothbrush sooner and shorten its life.