Refund policy

14-day unused-item returns

If you change your mind or choose the wrong size, contact us within 14 days of receiving your order to request a return. Items must be unused and in their original condition. This voluntary return policy excludes personalised items.

Email thepawsnco.au@gmail.com with your order number and the item you would like to return. We will provide return instructions and the return address. Please contact us before sending anything back.

Customers pay return postage for change-of-mind or customer-selected wrong-size returns. Once the returned item has been received and checked, eligible refunds are issued to the original payment method.

Personalised items

We do not accept change-of-mind or customer-selected wrong-size returns on personalised items. Please check your measurements and personalisation details before ordering. This exclusion does not apply to faulty, incorrect or misdescribed goods.

Faulty, incorrect or misdescribed goods

If an item is faulty, arrives damaged, is incorrect or does not match its description, contact us with your order details and photos if available so we can help. Your rights under Australian Consumer Law apply, including an appropriate repair, replacement or refund. We cover reasonable return postage where the product is confirmed to have a problem covered by those rights.

The 14-day limit, unused condition and personalised-item exclusion apply only to our voluntary change-of-mind policy. They do not limit your statutory rights. Paws & Co. handles your claim; you do not need to seek a remedy from our supplier.