PAWD accepts returns on non-personalised items within 30 calendar days of the date your order was delivered. To be eligible for a return, items must be:

Items that do not meet the above conditions may be declined and returned to the sender at their expense.

To initiate a return, please follow these steps:

Email hello@pawdstore.com with the subject line “Return Request — Order #[your order number]”. Include your full name, order number, which item(s) you’d like to return, and your reason for return. We’ll respond within 1 business day with your RMA number and return address.

Pack the item securely in its original packaging where possible. Write your RMA number clearly on the outside of the parcel.

For change-of-mind returns, return shipping is at your cost. We recommend using a tracked service. For faulty or incorrect items, we’ll provide a prepaid return label via email.

Once we receive and inspect your return (typically 1–2 business days after arrival), we’ll process your refund within 2 business days and send a confirmation email.

We’re happy to exchange items for a different size, colour, or style within the 30-day return window. Contact us at hello@pawdstore.com with your order number, the item you’d like to return, and your preferred exchange item.

If the exchange item is higher in value, we’ll send a secure payment link for the difference. If lower, we’ll refund the difference. Exchange orders are dispatched within 1–2 business days of receiving your return.

Approved refunds are issued to the original payment method only. Refund processing timeline:

Original shipping fees are non-refundable for change-of-mind returns.

Personalised items — including engraved collars, custom tags, and any other made-to-order products — are final sale and cannot be returned for change of mind.

Before placing a personalised order, please:

If your personalised item arrives faulty, damaged, or with an engraving error made on our side, it is fully covered under our standard warranty. Contact us at hello@pawdstore.com with photos within 7 days of delivery.

If your order arrives damaged, defective, or incorrect, please contact us at hello@pawdstore.com within 7 days of delivery. Include your order number and clear photos of the fault or damage.

For faulty or incorrect items we will cover all return shipping costs and offer your choice of: (1) a full replacement dispatched within 1–2 business days, or (2) a full refund to your original payment method, including the original shipping cost.

All PAWD products carry a 12-month warranty against manufacturing defects from the date of purchase.

Warranty covers: stitching failures, hardware failure (buckle, ring, clip), colour transfer defects, and structural integrity failures. Warranty does not cover: normal wear and tear, damage from chewing or scratching, damage from water immersion of leather products, accidental damage, or damage caused by misuse or neglect.

To make a warranty claim, email hello@pawdstore.com with your order number and clear photos of the issue.

Our returns policy is in addition to, and does not limit, your rights under the Australian Consumer Law (ACL). Under the ACL, consumers are entitled to a remedy if goods are not of acceptable quality, not fit for purpose, or do not match their description.

If a product has a major failure, you are entitled to your choice of refund, replacement, or repair. If a product has a minor failure, we may offer repair or replacement.

For enquiries regarding your consumer rights, contact the ACCC at accc.gov.au or your state’s consumer protection agency.