Return and Refund Policy

At Australian Paws, your satisfaction—and your pet’s happiness—means everything to us. If something isn’t quite right, we’re here to make it right in a simple and fair way.

30-Day Returns 🗓️

We offer a 30-day return policy, which means you have 30 days from the date of receiving your order to request a return.

To be eligible for a return:

  • The item must be unused, in its original condition, and in the original packaging
  • You must provide proof of purchase (such as your order number or confirmation email)

If your item arrives damaged, defective, or incorrect, please contact us right away so we can resolve the issue as quickly as possible.

How to Request a Return 📩

To start a return, simply contact us at:

support@australianpaws.com

Please include:

  • Your order number
  • A brief description of the issue
  • Photos (if the item is damaged or incorrect)

Our support team will guide you through the next steps.

Return Shipping 📦

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect
  • We recommend using a tracked shipping method, as we cannot guarantee receipt of returned items without tracking

Refunds 💳

Once we receive and inspect your returned item, we’ll notify you of the outcome.

If approved, your refund will be processed within 10 business days to your original payment method.

Please note:

  • It may take additional time for your bank or payment provider to process and post the refund
  • Original shipping costs are non-refundable unless the return is due to our error

Exchanges 🔁

We currently do not offer direct exchanges. If you would like a different item, we recommend returning your original purchase and placing a new order.

Change of Mind ❗

We understand that sometimes plans change. Returns due to change of mind are accepted within the 30-day period, provided the item meets our return conditions.

Your Rights Under Australian Consumer Law 🇦🇺

Our policy is in addition to your rights under the Australian Consumer Law.

This means you are entitled to a replacement or refund if a product:

  • Is faulty or not of acceptable quality
  • Does not match the description
  • Does not perform as expected

Nothing in this policy limits your rights under Australian law.

Need Help? 💬

If you have any questions about returns or refunds, our team is here to help:

Email: support@australianpaws.com

We’re committed to making your experience with Australian Paws smooth, fair, and worry-free—for you and your furry companion 🐶🐱