return and refund policy
at pawfriends, we want you to shop with confidence.
this return and refund policy explains your rights and responsibilities when requesting a return,
exchange, or refund for orders placed on pawfriends.com.au.
return window
you may request a return or exchange within 14 days of receiving your order.
to be eligible, items must be unused, undamaged, and returned in their original condition.
items that arrive damaged, defective, or incorrect are also eligible for return or replacement.
free return eligibility
pawfriends will cover return shipping costs in the following situations:
- items that arrive damaged or defective
- incorrect items received that do not match your order
in these cases, we will provide return instructions or arrange a collection at no additional cost.
change of mind returns
if you request a return due to change of mind or personal preference:
- return shipping costs are the responsibility of the customer
- the item must be unused and returned with all original packaging and accessories
- items showing signs of use or missing components may not be eligible for a full refund
non-returnable items
for hygiene and safety reasons, certain pet-related items may not be eligible for return
if they have been opened or used.
any non-returnable conditions will be clearly stated on the relevant product page before purchase.
how to initiate a return
- log in to my account
- go to my orders and select the order you wish to return
- submit a return or refund request following the on-screen instructions
after submitting your request, you will receive an email with further instructions.
if your return is approved, return details will be provided accordingly.
refund process
- refunds are processed within 5–10 business days after the returned item is received and inspected
- refunds are issued to the original payment method only
- your payment provider may require additional time to release the funds
exchanges
exchanges are available for items that are damaged, defective, or incorrect.
please contact our support team to arrange an exchange.
contact us
if you have any questions about this return and refund policy, please contact us:
- email: [email protected]
- phone: +61 (03) 9768 7026
- support hours: monday to friday, 9 AM to 5 PM (AEST)