Need a Help?
PawFriends Return and Refund Policy
Easy-to-Understand Return and Refund Policy Overview
PawFriends, Australia's premier pet store, provides a convenient and stress-free returns process. You may return most pet products within 30 days of delivery, depending on the item's condition and the reason for return. Our refund policy varies based on whether the pet item is faulty, damaged, incorrect, or if you are returning it due to a change of mind.
Free Return Eligibility Under Our Return and Refund Policy
Our policy offers free returns for eligible cases, including:
- Faulty or defective pet products – Items that are damaged or not functioning properly upon arrival
- Pet supplies damaged during shipping – If your pet products arrive broken or unusable
- Incorrect pet item received – If you receive an item different from what you ordered for your pet
For eligible returns, our policy provides a prepaid return shipping label or arranges a courier pickup at no cost to you.
Non-Eligible Pet Items For Free Return
According to our procedures, returns due to change of mind or personal preference do not qualify for free return shipping. The pet owner is responsible for the return shipping cost in such cases.
Additionally, our procedures state that some pet items cannot be returned, including:
| Non-Returnable Category | Examples |
| Perishable pet goods | Opened pet food, treats, supplements |
| Pet hygiene items | Used grooming products, waste management items |
| Hazardous materials | Certain pet medications, flea treatments |
| Gift cards | All denominations |
| Digital products | Downloadable pet training guides |
| Health items | Certain pet health and wellness products |
A receipt or proof of purchase is required for all returns under our policy.
Return Cases Covered By Our Return and Refund Policy
1. Returning a Faulty or Damaged Pet Item
If you receive a defective, damaged, or faulty pet product, PawFriends will provide a full refund or replacement at no cost to you. You must report the issue within 30 days of delivery.
- Return shipping is covered by PawFriends
- We will send you a prepaid return shipping label or arrange for a courier pickup
- A refund or replacement will be processed after inspection
2. Returning an Incorrect Pet Product
If you receive the wrong pet item, you can return it for a full refund or replacement. The pet product must be unused and in its original condition.
- Return shipping is covered by PawFriends
- We will send you a prepaid return shipping label or arrange for a courier pickup
- A refund or replacement will be processed after inspection
3. Change of Mind Returns
If you wish to return a pet product due to a change of mind, the following conditions apply:
- Return shipping must be paid by the pet owner
- The pet item must be unused, in its original condition, and include all packaging
- A partial refund may apply if the pet product shows signs of use or damage
- Original shipping fees (if any) are non-refundable
How to Initiate a Return Under Our Return and Refund Policy
To start a return for pet supplies, follow these simple steps:
| Step | Action |
| Step 1 | Log in to your PawFriends account |
| Step 2 | Go to "My Orders" and select the pet item you want to return |
| Step 3 | Click "Return/Refund" and follow the instructions |
| Step 4 | Select the reason for returning the pet product |
| Step 5 | Choose your preferred refund or replacement option |
| Step 6 | Submit your pet supply return request |
After submission, you'll receive an email with return shipping instructions. If eligible, we will send you a prepaid return shipping label or arrange a courier pickup for your convenience.
Refunds Process Under Our Return and Refund Policy
Once your pet product return is received and inspected, you will receive an email notification regarding your refund status.
- If approved, the refund will be processed to your original payment method within 5-10 business days
- Processing times may vary depending on your bank or payment provider
Late or Missing Refunds
If you haven't received a refund for your pet supplies yet, we recommend:
- Check your bank account
- Contact your credit card company (processing times may vary)
- Contact your bank for further assistance
If you still haven't received your refund, please email us at [email protected].
Exchanges Under Our Return and Refund Policy
Exchanges are only available for defective or damaged pet products. To request an exchange, email [email protected] and our pet care team will assist you.
PawFriends Return and Refund Policy Success Rate
Our commitment to pet owner satisfaction is reflected in our success statistics:
- 99.1% of pet product return requests processed within the promised timeframe
- 94% of pet owners satisfied with our return process
- 18-hour average response time to return inquiries
Our procedures are designed based on Australian Consumer Law standards and pet industry best practices to ensure fair treatment for all pet owners.
Contact Us About Our Return and Refund Policy
If you have any questions about our return and refund policy for pet supplies, contact us:
- Email: [email protected]
- Live Chat: Available Monday-Friday, 9am-4pm AEST
Return and Refund Policy Updates
PawFriends, Australia's trusted pet store, reserves the right to modify this Return and Refund Policy at any time. Changes take effect immediately upon posting to this page. We recommend reviewing our policy periodically to stay informed about any updates.