Refund Policy

At The Paw Shop, we want you (and your pet!) to love every item you order. If something’s not quite right, we’re here to help.

Returns – Change of Mind

You may return an item within 14 days of receiving it, provided the following conditions are met:

  • Item is unused, unworn, with original tags and packaging
  • You can provide proof of purchase (order number or receipt)

To start a return, contact us directly via email or fill the form.

If your return is approved, we’ll provide:

  • A return shipping label
  • Instructions for return

⚠️ Items returned without prior approval will not be accepted.

Non-Returnable Items

We do not accept returns on:

  • Perishable goods (e.g., food, plants)
  • Personalised or custom-made products
  • Personal care items (e.g., grooming, hygiene products)
  • Clearance or sale items
  • Hazardous materials or flammable items

If you’re unsure whether your item qualifies, contact us first.

Return Costs & Restocking

If the return is due to change of mind, the customer is responsible for:

  • Return shipping
  • A 20% restocking fee (applied to the item price including original shipping)

Faulty, Damaged, or Wrong Items

Please inspect your order upon delivery. If the item is:

  • Faulty
  • Damaged in transit
  • Incorrect (e.g., wrong size, colour, or product)

…contact us within 14 days and include photos if possible. We will:

  • Arrange a replacement or refund
  • Cover return shipping costs if applicable

Exchanges

For faster service, we recommend returning the item and placing a new order for your preferred product once the return is approved.

Refunds

Once we receive and inspect the return:

  • Approved refunds will be issued to your original payment method within 10 business days
  • Please note: banks may take additional time to post the funds

📩 If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us.

Questions?

We’re here to help!
Email: support@thepawshop.com.au