Refund policy

For Custom Pet Portraits:

We have a 30-day refund policy, which means you have 30 days after receiving your item to request a refund.

To start a refund, you can contact us at team@pawsomepal.com.au. 

 

For Dog Beds:

If you have received your dog bed and have not yet opened the vacuum seal, you are eligible for a return or an exchange for a different size. To qualify for a return or exchange, the bed must be:

  • Unopened
  • In its original vacuum seal
  • Covers must be unused and in new condition

Please note: beds that have the vacuum seal broken are not eligible for returns or exchanges. 

Shipping the item back will be at the customer's expense.

 

For Harnesses and Leashes:

We want you and your dog to be happy with your purchase. Here's how returns and exchanges work.

Size Exchanges

We know getting the right size can be tricky — that's why we make exchanges easy. If your harness or product isn't the right fit, we'll swap it for you:

  • Item must be in original condition with tags attached. Trying on the harness indoors for fit is fine — we just ask that it hasn't been worn on walks, outdoors, or shows signs of use (fur, dirt, odour).
  • You cover return shipping to us (typically $8–12 via Australia Post with tracking).
  • We cover shipping for the replacement size to you — no extra charge.
  • Exchange must be requested within 30 days of delivery.
  • Same product, different size only (not a different colour or product).
  • One size exchange per order.

To arrange a size exchange, email team@pawsomepal.com.au with your order number and preferred size.

Change of Mind Returns

Changed your mind? No problem — we'll issue store credit for eligible items:

  • Items must be unworn, unused, unwashed, and in original condition with tags and packaging.
  • Store credit will be issued to your account for use on any future purchase.
  • Customer is responsible for return shipping costs (typically $8–12 via Australia Post).
  • Original delivery shipping fees are non-refundable.
  • We recommend using tracked shipping — we cannot take responsibility for items lost in return transit.
  • Store credit will be issued within 5–7 business days of receiving and inspecting your return.
  • Must be requested within 30 days of delivery.

Please note: We do not offer cash refunds for change of mind returns.

Damaged or Faulty Items

We take quality seriously. If you receive a damaged or faulty item:

  • Contact us within 14 days of delivery at team@pawsomepal.com.au.
  • Include your order number, photos of the damage or fault, and a description of the issue.
  • Do not return the item until we've assessed your claim.
  • For genuine manufacturing defects or shipping damage, we cover all return shipping costs and you can choose between a full refund (including original shipping) or a replacement.
  • Replacements are prioritised to get you sorted quickly.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned or exchanged:

  • Items that have been worn on walks, used outdoors, washed, or show signs of use (fur, odour, staining, wear).
  • Items marked as "Final Sale" or "Clearance" on the product page at the time of purchase (unless faulty).
  • Gift cards.
  • Items damaged due to misuse or customer negligence.
  • Items returned more than 30 days after delivery.

How to Return or Exchange

  1. Email team@pawsomepal.com.au with your order number and reason for return or exchange.
  2. We'll confirm your eligibility and provide return instructions.
  3. Securely package your item with tags attached and in original packaging.
  4. Send to the address we provide using tracked shipping (Australia Post recommended).
  5. Once we receive and inspect your return (within 2–4 business days), we'll process your store credit, exchange, or refund.

Important Notes

  • Returns must be shipped within 14 days of receiving return authorisation.
  • We are not responsible for items lost or damaged during return shipping — please use tracked postage.
  • Store credits are issued to the original purchaser's email.
  • Refunds for faulty items are processed to the original payment method within 5–7 business days.
  • We reserve the right to refuse returns that do not meet our return conditions. Ineligible items will be returned to the customer at their expense.

 

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. If a product has a major fault, is not as described, or is unfit for its intended purpose, you are entitled to a refund, replacement, or repair regardless of the terms above.

 

QUESTIONS?

If you have any questions about our returns policy or need assistance with a return, please don't hesitate to contact us at team@pawsomepal.com.au. We're here to help!

All return policies comply with Australian Consumer Law (ACL). Your statutory rights are not affected by this policy if there is a major problem with a product.

 

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 team@pawsomepal.com.au.


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.