Refund policy

Pawsy Australia (ABN 15 570 833 185)


We want you and your pet to be happy with everything you buy from us. This policy explains when we will replace or refund an item, and sits alongside your rights under the Australian Consumer Law.


CHANGE OF MIND


We do not offer refunds or exchanges for change of mind. This includes ordering the wrong size, colour or variant, or simply deciding you no longer want the item. Please check the product description and size guide carefully before ordering, and contact us at info@pawsy.com.au if you are unsure which option is right for your pet - we are happy to help before you buy.


YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW


Nothing in this policy excludes, restricts or modifies the consumer guarantees under the Australian Consumer Law. These guarantees cannot be excluded.


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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.


A major failure includes where an item:

  • has a problem that would have stopped you buying it had you known about it
  • - is significantly different from the description or sample shown
  • - is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time
  • - is unsafe

For a major failure you may choose a refund, a replacement, or to keep the item and ask for compensation for the drop in value. For a minor problem we will choose between repairing the item, replacing it, or refunding you.

 

DAMAGED, FAULTY OR INCORRECT ITEMS

 

If your order arrives damaged, faulty, or is not what you ordered, email info@pawsy.com.au within 30 days of delivery with your order number and a photo of the item. We will assess it and resolve it promptly.

 

In most cases we will not ask you to post the item back to us. Where a return is genuinely required, we will cover the cost of return postage.

 

ORDERS THAT DO NOT ARRIVE

 

Standard delivery takes 12 to 20 business days and Express takes 8 to 12 business days after dispatch. If your order has not arrived within 30 business days of dispatch, contact us and we will either resend it or refund you in full.

 

CANCELLING AN ORDER

 

Orders can be cancelled for a full refund any time before they are dispatched. Once dispatched, an order cannot be cancelled, but the guarantees above still apply.

 

HOW REFUNDS ARE PAID

 

Approved refunds are returned to your original payment method within 5 to 10 business days.

 

CONTACT

 

Pawsy Australia

ABN 15 570 833 185

Email: info@pawsy.com.au

We respond to all enquiries within 1 business day.