Refund policy

Paws Off Returns and Refunds Policy

Change-of-mind returns

You can request a change-of-mind return within 30 days of receiving your pouch. The item must be unused, in its original condition and original packaging. Please provide your order number or proof of purchase.

To request a return, reply to your order confirmation email. Contact us before sending your item so we can provide return instructions and the return address.

Customers pay return postage for change-of-mind returns. Original shipping charges are not refundable for change-of-mind returns. We recommend using a trackable delivery service.

Faulty, damaged or incorrect items

If your item arrives damaged, is faulty or is not what you ordered, contact us with your order number and a description of the issue. Photos may help us assess the problem, but do not limit your rights. Where a return is required for an item confirmed to be faulty, damaged or incorrect, Paws Off will cover reasonable return postage costs.

Refunds

After receiving and inspecting a change-of-mind return, we will let you know whether it meets the conditions above. Approved refunds will be made to the original payment method. Your bank or payment provider may take additional time to process the refund.

Your consumer rights

This policy does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law or other applicable consumer protection laws. The change-of-mind conditions and 30-day window do not limit your rights for faulty goods. Where applicable, 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.