Refund policy
We understand that there may come a time where you need to return or exchange purchase and we want to make the process is as simple and easy as possible for you.
We don’t accept a return due to a change of mind. To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it. It must also be in the original packaging.
Our policy is valid for 30 days. If 30 days have gone by since your purchase date, unfortunately, we can’t offer you a refund or exchange.
Returns Process:
1. Email support@pawstralia.com if you haven’t discussed the reason for return or refund.
2. Make sure you have confirmation or approval for return or exchange or refund from Pawstralia
3. Pack your return item(s) into a protected parcel (if possible in original packaging) and together with receipt/proof of purchase send your unused, unwashed, and hair-free items to:
Pawstralia
PO Box 2074
HAMPTON EAST VIC 3188
Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded.
It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep tracking numbers until you receive a confirmation of a refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items.
Refunds:
Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if your return has been rejected.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependant on your financial institution).
Refunds will only be processed to your original method of payment (unless it was a gift and these will be refunded as a store credit onto a gift card and emailed)
Late or Missing Refunds: If you haven't received your refund within 10 business days of receiving your notification of refund:
1. Double check your bank account (please remember that the amount refunded won't include your original shipping costs)
2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card
3. If you have done these steps and still have not received your refund, please email us at support@pawstralia.com
Gift Orders:
If the order you received was a gift and you need to return any items, the original value of the items will be credited on a gift voucher for you to use on a future order.
Please contact us prior to returning the items, so a note can be made on your order. Otherwise, the items may be refunded to the original payment method.
Incorrect Item received:
We sincerely apologize that you received the incorrect item. If any items you receive are incorrect, please email support@pawstralia.com within 5 days of receipt of order to notify us.
Please be sure to include your order number, the incorrect item received, and what the correct item should be.
If the item that you didn't receive is unfortunately unavailable as it has sold out, we can offer to replace it with a different item of the same value or process a refund.
Faulty/Damaged Items:
If any items you receive are faulty or damaged, please email support@pawstralia.com within 5 days of receipt of the item to notify us. Please be sure to include your order number, best contact details, details of the fault/damage, and a photo of the fault/damage.
After receiving your email, we will provide you with a return postage label so you can return the item to us.
Sale items:
If you wish to return an item that is part of a sale, please note you will be refunded the amount that you purchased the item(s) for during the sale. If you wish to re-purchase, the sale price(s) cannot be honored once a sale has finished.
Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, follow the steps mentioned in the returns process.
Warranty/Guarantee:
Pawstralia products are made from high quality and durable materials, however, they are not indestructible. We guarantee our products at the time of purchase against material defects and workmanship. If you experience a problem with any of our products, please send an email to support@pawstralia.com with details and a photo of the issue. Any warranty claims must be received within 30 days of purchase, otherwise, we are unable to replace any items.
Please ensure that you inspect all items for wear prior to use.
Our warranty/guarantee does not cover normal wear and tear. Any claims after 30 days may not be valid, as the damage may be considered normal wear and tear.
We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.
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Should you have any questions about our returns and refunds policy, please email us at support@pawstralia.com or via contact us form.