Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at hello@pawdstore.com. If your return is accepted, we will email you the return address and instructions. Items sent back without first requesting a return will not be accepted.

You can always contact us with any return question at hello@pawdstore.com.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged or not what you ordered, so that we can evaluate the issue and make it right. A photo helps.

Exceptions / non-returnable items

Personalised and custom-made items cannot be returned for a change of mind, because they are made with your animal's name or mark on them. Gift cards cannot be returned. Nothing here limits your rights under the Australian Consumer Law: if an item is faulty, not as described, or does not do what it is supposed to do, you are entitled to a repair, replacement or refund.

Return postage

Returns go to our returns address in Sydney, Australia. If you are outside Australia, that makes it an international return. You cover return postage for a change of mind, including international postage. We cover it if something arrives faulty, damaged or not as described, and we reimburse what you paid to send it back, so keep the receipt. We do not issue prepaid return labels.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you would rather we handled it as a straight exchange, email hello@pawdstore.com and we will sort it.

European Union 14 day cooling off period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded on your original payment method within 10 business days. It can take some time for your bank or card issuer to process and post the refund. If more than 10 business days have passed since we approved your return and nothing has reached you, please contact us at hello@pawdstore.com.