Refund policy

RETURN & REFUND POLICY

Last Updated: MAY 26, 2026

At PAWMATE PETS, we take pride in delivering premium pet essentials designed to bring comfort, convenience, and happiness to pets and their owners.

If something isn’t quite right, we’re here to help.

Returns

We accept return requests within 30 days of receiving your order.

To be eligible for a return, items must:

  • Be unused and in original condition
  • Include original packaging
  • Not show signs of excessive wear, damage, or misuse
  • Be accompanied by proof of purchase

Certain products may not be eligible for returns for hygiene or safety reasons.

Damaged, Defective, or Incorrect Items

If your order arrives:

  • Damaged
  • Defective
  • Incorrect
  • Missing items

Please contact us within 7 days of delivery.

To assist with resolution, we may request:

  • Order number
  • Photos of the item
  • Photos of packaging
  • Brief description of the issue

Once reviewed, we will arrange an appropriate resolution, which may include:

  • Replacement
  • Store credit
  • Refund

Change of Mind Returns

We understand that sometimes preferences change.

Approved change-of-mind returns may be accepted provided:

  • The item remains unused
  • Packaging is intact
  • Return request is submitted within the return period

Customers may be responsible for return shipping costs unless otherwise required under applicable consumer laws.

Non-Returnable Items

For hygiene and safety reasons, certain items may not qualify for return, including:

  • Personalised products
  • Used pet products
  • Opened consumables
  • Gift cards
  • Clearance or final sale items

Refund Process

Once your return has been received and inspected, we will notify you regarding approval status.

Approved refunds are processed back to the original payment method.

Please allow 5–10 business days for financial institutions to complete processing.

Shipping fees are generally non-refundable unless required under applicable consumer protection laws.

Order Cancellations

Orders are processed quickly to ensure efficient delivery.

If you need to cancel an order, please contact us immediately.

Cancellation requests cannot be guaranteed once processing has begun.

Australian Consumer Rights

Nothing within this policy limits rights provided under applicable consumer protection legislation.

Customers may be entitled to remedies including repair, replacement, or refund where products fail to meet consumer guarantees.

Contact Us

For return or refund enquiries:

PAWMATE PETS
Email: [YOUR EMAIL]
Website: www.pawmatepets.com

Please include your order number for faster assistance.