Returns Policy
Returns
Policy.
Thirty days to change your mind on anything unworn. Faulty goods are covered by Australian Consumer Law for longer than that.
Last updated: 18 October 2026
In short: 30 days from delivery · unworn and unused · you pay return postage for change of mind · we pay it for anything faulty · refund within 10 business days of us receiving the item · personalised and sale items are not returnable for change of mind.
Returns Overview
We accept returns within 30 calendar days of the delivery date shown on your tracking. To be eligible, an item must be:
- Unworn and unused, in the condition it arrived in
- In its original packaging
- Requested by email before it is sent back, so we can give you the right address
Items sent back without requesting a return first cannot be accepted, because we will not know whose they are.
| Item type | Returnable? | Conditions |
|---|---|---|
| Standard products | Yes | Within 30 days, unworn and unused |
| Sale items | No | Change of mind only. Faulty sale items are still covered. |
| Personalised items | No | Made to the name you gave us. Faulty items are still covered. |
| Faulty or damaged | Yes | Full refund, and we pay the return postage |
| Wrong item sent | Yes | Refund or replacement, and we pay the return postage |
How to Start a Return
Four steps, and the first one is the only one that needs you to do anything clever.
1. Email us
Send a note to hello@pawdstore.com with your order number, which items you want to return, and why. The reason is genuinely useful to us, even when it is just that it did not suit.
2. Pack it
Original packaging where you still have it. Anything that will survive the post where you do not.
3. Send it back
Change of mind, postage is yours, and we recommend a tracked service because an untracked parcel that goes missing is nobody's to chase. Faulty or wrong item, we send you a label.
4. Refund
We inspect the return when it arrives and refund within 10 business days, to the payment method you used.
Exchanges
The fastest way to get a different size or colour is to return the first item and place a new order, because that way the size you want is not sitting on hold while a parcel travels across the country.
If you would rather we handled it as a straight exchange, email hello@pawdstore.com and we will sort it out.
Refunds
Refunds go back to the original payment method within 10 business days of us receiving and inspecting the return.
- Card refunds usually show within a few days of us processing them, depending on your bank
- PayPal and Afterpay run on their own timelines and can take longer
The original shipping charge is not refunded on a change-of-mind return. It is refunded in full when the item was faulty or wrong.
Personalised Items
Engraved tags, bead-letter name collars and anything else made to your pet's name cannot be returned for change of mind, because they cannot be sold to anyone else.
Before you order, check the spelling and the capitalisation, because we make it exactly as you type it. If we make the mistake, or the item arrives faulty, it is covered. Email us with photos.
Faulty or Damaged Items
Email hello@pawdstore.com with your order number and clear photos of the problem. Sooner is easier, but there is no deadline on a genuine fault: see the section below.
We cover the return postage and you choose between a replacement or a full refund including the original shipping.
Your Rights Under Australian Consumer Law
The 30-day window above is our own policy and sits on top of your legal rights. It does not replace them.
Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These guarantees apply for a reasonable period, which depends on what the product is and what it cost rather than on a fixed number of months. A collar that fails at the stitching after eight months is a fair claim. Email us and we will deal with it.
What is not a fault: normal wear, chewing, damage from leaving leather soaking wet, and accidental damage.
If you want independent advice on your rights, the ACCC is at accc.gov.au, or contact your state consumer protection agency.