Returns & Refunds

At Pawsome Pet Store, we stand behind the quality of our products.

Australian Consumer Law

• Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, defective, or you receive the wrong product, please contact us within 7 days of receiving your order at support@pawsomepetstore.com.au with your order number and photos of the issue.

Where required under Australian Consumer Law, we will provide a repair, replacement or refund.

Change of Mind

We do not offer refunds or exchanges for change-of-mind purchases, including where you:

• ordered the wrong item;
• selected the wrong size or colour;
• no longer want the product; or
• found the item elsewhere at a different price.

Please choose carefully before placing your order.

This policy does not affect your rights under the Australian Consumer Law.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is:

• damaged,
• faulty,
• defective,
• or incorrect,

please contact us as soon as possible at support@pawsomepetstore.com.au, including your order number and photos of the issue where possible.

Where a product does not meet the consumer guarantees under Australian Consumer Law, we will provide an appropriate remedy, which may include a repair, replacement or refund depending on the circumstances.

If the return is due to our error or a faulty product, we will cover any reasonable return shipping costs.

To request a return, please email support@pawsomepetstore.com.au (or your preferred email address) with your order number and reason for the return. We will provide return instructions.

Returns should not be sent without first contacting us.

Non-Returnable Items

For hygiene, safety and product integrity reasons, we cannot accept change-of-mind returns on:

• Opened pet food, treats or supplements
• Used grooming or hygiene products
• Personalised or custom-made products
• Gift cards
• Clearance or final sale items (unless required under Australian Consumer Law)

These exclusions do not affect your rights under the Australian Consumer Law if the product is faulty or does not meet consumer guarantees.

Exchanges

We do not offer direct exchanges.

If you would like a different product, please return your eligible item for a refund (where applicable) and place a new order.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 5-10 business days. Processing times may vary depending on your bank or payment provider.

If more than 10 business days have passed since your refund was approved, please contact us at support@pawsomepetstore.com.au.

Contact Us

If you have any questions about your order or believe your product is faulty, please contact us at support@pawsomepetstore.com.au.