Refund policy

We offer a 30-day period from the date of delivery to report issues with your order. This does not limit any rights you may have under Australian Consumer Law. You have 30 days after receiving your item to request a refund.

Refunds are generally accepted for items that are faulty, damaged, not as described, unsafe, or do not perform as expected.
You’ll also need the receipt or proof of purchase. 

To start a refund, you can contact us at purepaws.help@gmail.com

If your refund is accepted, we will provide instructions on how to refund your item. Items sent back to us without first requesting a refund will not be accepted. 

Where required under Australian Consumer Law, we will provide a refund, replacement, or repair. 

You can always contact us for any refund question at purepaws.help@gmail.com

Australian Consumer Law 

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

If your item fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy.

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.

We may request photo or video evidence to assess the issue before approving a refund or replacement.

Exceptions / non-returnable items
Unfortunately, we do not accept refunds for change-of-mind purchases on sale items or gift cards. This does not apply to items that are faulty, damaged, not as described, unsafe, or do not perform as expected.

Change of mind
We do not accept refunds for change-of-mind purchases.

Exchanges 

We do not offer direct exchanges. If you require a different item, please contact us and we will assist you with the best resolution.

 

Order Cancellation

Orders can only be cancelled within 12 hours of purchase. After this time, the order may already be processed.

Refunds Conditions

Refunds may not be provided if the request does not meet the conditions outlined in this policy.

Refunds
We will notify you once we’ve received and inspected your refund, 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 refund, please contact us at purepaws.help@gmail.com.

Please contact us before refunding any item.