Complaints Policy

At Chill Bunny, we strive to ensure that every customer has a positive experience. We value all feedback and take complaints seriously as they help us improve the quality of our products, services, and overall customer satisfaction.

1. Purpose

This policy outlines our approach to handling complaints in a fair, transparent, and timely manner. It applies to all customer interactions and purchases made through our website.

2. What Constitutes a Complaint?

A complaint may relate to, but is not limited to:

  • A product received that is faulty, damaged, or not as described.

  • Delays in shipping or delivery.

  • Issues with order processing or fulfillment.

  • Poor customer service experience.

  • Concerns related to returns, refunds, or exchanges.

3. Submitting a Complaint

Customers are encouraged to submit complaints through the designated contact channels provided on our website. When submitting a complaint, please include all relevant information such as:

  • Your order number (if applicable)

  • A clear description of the issue

  • Any supporting images or documents

4. Our Commitment

Once a complaint is received, we will:

  • Acknowledge receipt within 2 business days

  • Review and investigate the issue thoroughly

  • Aim to resolve the complaint within 5–7 business days

  • Communicate the outcome clearly and respectfully

In the event that more time is needed, we will provide updates on the status of the investigation.

5. Resolution Options

Depending on the nature of the complaint, possible outcomes may include:

  • A replacement item

  • A full or partial refund

  • Store credit

  • Further clarification or explanation

6. Escalation Process

If you are not satisfied with the initial resolution, you may request that the complaint be escalated for further review. A senior team member will reassess the situation and provide a final response.

7. Your Rights

This policy does not affect your rights under Australian Consumer Law. You are entitled to remedies for faulty or misrepresented goods as set out by consumer protection legislation.

8. Continuous Improvement

We treat all complaints as opportunities to learn and grow. Insights gained from complaints help us improve our products, services, and customer care practices.