Refund policy

Your rights under the 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights, and they apply to all items, including sale items and pet food.


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

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

To start a return, you can contact us at info@pawpular.com.au. Please note that returns will need to be sent to the following address: 6 Stanley Street, Collingwood VIC 3066

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@pawpular.com.au.


Faulty, damaged or incorrect items
Please inspect your order upon reception and contact us as soon as possible if the item is faulty, damaged, not as described, or if you receive the wrong item, so that we can evaluate the issue and make it right. Where an item has a major failure, you can choose a refund or a replacement. Where the problem is not a major failure, we may choose to repair or replace the item, or offer a refund. We will cover the cost of returning faulty or incorrect items to us.


Items we can't accept for change-of-mind returns
The following items cannot be returned for change of mind. This does not affect your rights if an item is faulty, damaged or not as described.

  • Pet food and treats, including where a pet does not like or chooses not to eat the product
  • Opened or used health, hygiene and grooming products (for example flea and worm treatments, supplements, shampoos and dental products)
  • Custom products, such as special orders or personalised items
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards

Please get in touch if you have questions or concerns about your specific item.


Exchanges
The fastest way to ensure you 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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@pawpular.com.au.