Return & Refund Policy

1 Overview


This Returns & Refunds Policy applies only to purchases made directly through the Leo & Lexi website in Australia. Purchases made through Amazon or any other third-party marketplace are subject to that marketplace’s own return and refund policies.

We separate change-of-mind returns and our 30-day trial from faulty product rights. Nothing in this Returns & Refunds Policy limits any consumer guarantee, warranty, right or remedy that cannot legally be excluded.

2 30-day trial, subject to our Returns Policy


Leo & Lexi offers a 30-day trial, subject to our Returns Policy, for eligible purchases made through the Leo & Lexi website in Australia. The 30-day period starts from the delivery date.

Cats may take a little time to adjust to a new cat tree, but 30 days is usually enough to know whether it is the right fit. To return a product under the 30-day trial, the product must be returned in its original packaging and in as-new, clean, complete and resalable condition.

3 Change-of-mind return conditions


For change-of-mind returns and 30-day trial returns, the product must be returned in its original packaging and in as-new, clean, complete and resellable condition. We may refuse a change-of-mind return or issue a partial refund if the product is damaged, scratched, stained, odour-affected, heavily used, covered in pet hair, incomplete, missing parts, altered, incorrectly packed, or otherwise not returned in suitable condition.

Assembled products may be returned for change of mind only if they can be disassembled, repacked in the original packaging, and returned in as-new, clean, complete and resellable condition.

For hygiene and resale reasons, heavily used cushions, beds, fabrics, baskets or pet-contact surfaces may cause a change-of-mind return to be refused or partially refunded.

4 Return approval process


Before sending any return, you must contact us through our Contact Us page or at support@leoandlexi.com and provide your order details, reason for return, and clear photos of the product and packaging. Returns sent without written approval or to an unauthorised address may not be accepted.

Once a change-of-mind return is approved, the item must be shipped back within 7 calendar days of approval, unless we agree otherwise in writing.

5 Return shipping costs


For approved change-of-mind returns and 30-day trial returns, the customer is responsible for return shipping. We do not deduct the original outbound shipping cost from the refund for standard approved change-of-mind returns, even where the original order included free standard shipping.

This does not apply to returned-to-sender orders caused by customer error, refusal of delivery, failure to collect, or similar customer-related reasons. For those orders, we may deduct reasonable original shipping, return shipping and handling costs from any refund, where permitted by law.

6 Refund timing


Refunds for approved returns are issued after the returned product has been received and inspected. We aim to process approved refunds within 5 business days after receipt and inspection of the returned product. Your bank or payment provider may take additional time to make funds available.

7 Replacement baskets


Replacement baskets are not returnable for change of mind. Replacement baskets may be eligible for a remedy if they are defective, damaged in transit, not as described, or otherwise fail to meet a consumer guarantee that applies under law.

8 Faulty, damaged, unsafe or not-as-described products


If you believe a product is faulty, unsafe, damaged, missing parts, or not as described, please contact us as soon as possible with your order number, a description of the issue, and clear photos or videos of the product and packaging.

For Australian customers, our products come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund, or other remedy if a product fails to meet a consumer guarantee. This Returns & Refunds Policy does not limit those rights.