Returns and Refund Policy

Sometimes things don’t work out and you want to return your item. That is ok. We understand your needs might have changed. You have a 30-day money back guarantee. After this, you can only be return your item under warranty. But you might have a few questions about how this works.

How do I return an item?

Get in-contact with our customer service team. Email info@petpawz.com.au with your order number and the condition of your item. We may request extra information. You will then ship us the item. When we receive your item, we will refund you (or exchange for another item).

What if I received the wrong item?

We aren’t perfect. Mistakes happen. Contact our customer service. We will pay return shipping costs and priorities shipping out your correct order.

But when does my 30 days start?

They start when you receive your order. If your order isn’t tracked, it starts 7 days after leaving our warehouse.

What if I have opened my package?

Don’t worry. You can still return your item. Unopened is best but we charge zero restocking fees.

Will I have to pay for return postage?

Sadly, you are responsible for the costs of returning the item to us. If we shipped you the wrong item or it is warranty return, we cover the shipping fees.

Are there any other fees?

None. You get your full money back with your refund.

When will I receive my refund?

You will usually receive about one week after we receive the item. These processes take time and deposits may not be instant.

Can I get a replacement item instead?

Of course. We can ship you out the item your heart desires instead of a refund. Get in contact with our customer service team and them can sort you out.

What if my item has broken or is not fit for purpose?

Please check out our warranty page.