Refund policy
# Returns and Refunds Policy
**Pawfect Pet Store**
ABN 91 877 306 536
Contact: Manager@pawfectpetstore.com.au
**Last updated: 17 June 2026**
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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 (this helps us resolve it quickly and arrange replacement with our supplier).
For verified faulty, damaged, or incorrect items, we will provide a **replacement or a full refund**, including any return postage costs. You do not pay to return these items.
## 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**, with any tags or seals intact; and
- you provide proof of purchase (your order number).
For change-of-mind returns, **you are responsible for the cost of return shipping**, and we recommend using a tracked service as we cannot process a refund for items we do not receive. 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 via your account or by emailing us. 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). See our Terms and Conditions for full subscription details.
## 5. Sale items
Sale and discounted items are covered by your ACL rights and our faulty/damaged process. Change-of-mind returns on sale items are at our discretion — please contact us.
## 6. How to start a return
1. Email **Manager@pawfectpetstore.com.au** with your order number and the reason for return (include photos for faulty/damaged items).
2. We'll reply with return instructions and the correct return address. **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.
3. Once we receive and inspect the item, we'll process your replacement or refund.
## 7. 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. We'll email you once your refund has been processed.
## 8. Need help?
We're here to help — email **Manager@pawfectpetstore.com.au** and we'll make it right.