Cancellation policy

This policy explains how our repeating purchase options work and how to cancel one. Read it alongside our Terms of service, Refund policy, Shipping policy and Privacy policy.

The short version: there is no lock-in, no minimum commitment, and you can cancel at any time from your account, without giving a reason and without paying a fee.

What this policy covers

This policy applies to purchase options that repeat, which we call plans. If you choose a repeating delivery option at checkout, you are asking us to send you the same order on the schedule you picked, and you authorise us to charge your nominated payment method for each delivery until you cancel.

It does not apply to one-off purchases. If you bought something once and want to return it or get a refund, our Refund policy and our returns page cover that instead.

Which products can be put on a plan, and the delivery schedules available, are shown on the product page and at checkout.

How and when we charge you

We charge your nominated payment method for each delivery on your plan. We do not charge for deliveries in advance.

Your next delivery date and next charge date are shown in your account, and we email you before each charge. Any change you make before that charge date, including cancelling, applies to that delivery. If you are not sure when your next charge falls, contact us and we will tell you.

Prices are in Australian dollars and include GST. Delivery charges are set out in our Shipping policy.

How to cancel

You can cancel at any time. You do not have to give us a reason, there is no cancellation fee, and there is no minimum number of deliveries you have to take first.

The quickest way is from your own account. Sign in, open your subscription, and choose to cancel. It takes effect straight away and we confirm it by email. You do not need to phone us and you do not need our permission.

If you would rather we did it for you, contact us any one of these ways and we will action it:

One email or one message is enough. You do not need to explain yourself, and we will not ask you to complete anything else first. We will action your cancellation and confirm it by email. If we receive your request before your next charge date, you will not be charged again.

What happens when you cancel

Cancelling stops all future deliveries and all future charges on that plan.

If your next order has already been charged and processed when you cancel, that order still ships. To stop it, cancel before your next charge date.

There is no back-billing. If you cancel after your first delivery, you owe us nothing further, and we will not invoice you for anything you have not received.

A charge already made for goods you have received is not automatically refunded by cancelling. Refunds for goods you have already received are handled under our Refund policy and your rights under the Australian Consumer Law.

Skipping, pausing and changing your plan

You do not have to cancel to take a break or make a change. From your account you can skip a single delivery, pause your plan, change the size on it, change how often your deliveries arrive, and update your payment method and delivery address. If you would rather we made the change for you, contact us and we will. As with cancelling, make the change before your next charge date for it to apply to that delivery.

Your plan stays in place while it is paused, and nothing is charged while it is paused. Our size guide sets out the weight range for each size. If a delivery has already gone out in a size that no longer fits, our returns page explains the options open to you, including swapping unused packs.

If we suggest an alternative to cancelling

Sometimes there is a simpler fix than cancelling. If the timing is the problem, skipping or pausing may suit you better. If the size is the problem, changing size may suit you better. If you have simply built up more stock than you need, delaying the next delivery may be all you want. We may offer one of those when you tell us you want to cancel.

You are free to say no. If you decline, we cancel your plan. Declining does not put you back at the start, it does not oblige you to phone us, and there are no extra screens, extra questions or extra steps designed to slow you down. Cancelling stays exactly as easy after you decline a suggestion as it was before we made it.

If a payment fails

If a payment does not go through, we will email you so you can update your payment details, and your delivery waits until the payment is successful. We will not send goods we have not been paid for, and we will not charge you twice for the same delivery.

If we still cannot take payment after several attempts, we stop trying and email you. We keep your plan details, including your sizes and your delivery schedule, so once your payment method is updated you can pick up where you left off rather than setting the plan up from scratch. Contact us and we will sort it out with you.

Price changes

Prices on a plan can change over time. We will give you at least 30 days notice before any price change takes effect for your plan, so you have time to change your schedule, pause, or cancel before you are charged the new price. The notice goes to the email address on your account.

Your rights under the Australian Consumer Law

Cancelling a plan does not affect your consumer rights, and nothing in this policy takes them away.

Goods supplied under a plan 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Those rights apply on top of everything in this policy, and they apply whether your plan is active, paused or cancelled.

Where anything in this policy is inconsistent with the Australian Consumer Law, the Australian Consumer Law prevails.

Contact us

Australian First Aid Distributions Pty Ltd (ACN 153 377 185, ABN 54 153 377 185), the operator of Little Puggles, 205 Murphy Street, East Bendigo VIC 3550. Phone 03 5443 2239. Email hello@littlepuggles.com.au. Hours Monday to Friday, 9am to 5pm Melbourne time.

Our FAQ answers the subscription questions we get asked most, and our contact details and legal notice have more about who we are. This policy is governed by the laws of Victoria, Australia.