Refund Policy
Refund Policy
At PawMate, we want you and your pet to be completely happy with your purchase. Our refund policy complies fully with the Australian Consumer Law (ACL).
30-Day Change of Mind Returns
If you change your mind, we accept returns within 30 days of delivery, provided the item is unused, in original packaging, and in resalable condition. Return shipping costs are at the customer's expense for change-of-mind returns.
Faulty or Damaged Items
Under the Australian Consumer Law, you are entitled to a replacement, repair, or full refund if a product has a major fault. If your item arrives damaged or defective, please contact us within 7 days of delivery at hello@pawmate.au with your order number and photos of the issue. We will cover all return shipping costs for faulty items.
Wrong Item Received
If you received the wrong item, contact us immediately at hello@pawmate.au. We will send the correct item and arrange the return at no cost to you.
How to Request a Refund
- Email us at hello@pawmate.au with your order number
- Describe the issue and attach photos if applicable
- We will respond within 1–2 business days with next steps
Refund Processing
Once your return is received and inspected, we will process your refund within 5–7 business days. Refunds are issued to your original payment method.
Questions? hello@pawmate.au