Returns & Refunds Policy

Pawfect Pet Store
ABN 91 877 306 536
Contact: Manager@pawfectpetstore.com.au

At Pawfect Pet Store we want you and your pet to love every order. This policy explains your options if something isn't right, and our 30-day change-of-mind guarantee. It works alongside — and never replaces — your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are faulty and the failure does not amount to a major failure. Nothing in this policy limits those rights.

1. Faulty, damaged, or incorrect items

If an item arrives faulty, damaged, or not as described, or you receive the wrong product, please contact us at Manager@pawfectpetstore.com.au within 7 days of delivery with your order number and a photo of the item and any damage. For verified faulty, damaged, or incorrect items, we will provide a replacement or a full refund, including any return postage costs.

2. 30-day change-of-mind returns

Changed your mind? We offer a 30-day return on most items as a goodwill guarantee, in addition to your ACL rights. To be eligible: you contact us within 30 days of receiving your order; the item is unused, in as-new condition, and in its original undamaged packaging; and you provide proof of purchase. For change-of-mind returns, you are responsible for the cost of return shipping. Once we receive and inspect the item, we will refund the purchase price (excluding the original shipping cost) to your original payment method.

3. Items that cannot be returned for change of mind

For health, safety, and hygiene reasons, the following cannot be returned for change of mind (your ACL rights for faulty goods still apply): treats, food, chews, and any consumable or perishable items once dispatched; items that have been used, opened, or have broken hygiene seals; personalised or made-to-order items; and gift cards.

4. Subscription boxes

You can skip, pause, or cancel a subscription at any time before your next billing/renewal date. Because subscription boxes are assembled and dispatched on a schedule, we are unable to refund or return a box that has already been billed or shipped, except where required under the ACL (for example, a faulty or incorrect box).

5. How to start a return

Email Manager@pawfectpetstore.com.au with your order number and the reason for return (include photos for faulty/damaged items). Please do not send items back before contacting us — some products are returned via our suppliers, and we'll make sure yours goes to the right place.

6. Refund timing

Approved refunds are issued to your original payment method. Please allow up to 5–10 business days for the refund to appear, depending on your bank or payment provider.

Need help?

We're here to help — email Manager@pawfectpetstore.com.au and we'll make it right.