🔄 Return & Refund Policy

At PAW.Q, we take pride in offering quality products designed to make life better for pets and their owners.

We carefully inspect our products and work with trusted suppliers to maintain consistent quality standards.

Please review our return and refund policy before making a purchase.

Nothing in this policy excludes, restricts or modifies any consumer rights that cannot lawfully be excluded under applicable consumer protection laws.

1. Change of Mind Returns

We generally do not accept returns, exchanges or refunds for change of mind, except where required by applicable law.

This includes situations where:

• You no longer want or need the product.
• You have changed your mind after placing an order.
• You ordered the wrong colour or style.
• You found a similar product elsewhere.
• The product does not meet personal preferences but is otherwise as described and free from defects.

Please review product descriptions, measurements and sizing information carefully before placing your order.

Statutory Rights — United Kingdom & European Union

Where applicable, customers in the United Kingdom and European Union may exercise their statutory right to cancel eligible online purchases within 14 days of receiving their goods, without providing a reason.

Customers exercising this right must notify us within the applicable cancellation period and return the goods within the legally required timeframe.

Return postage may be the customer’s responsibility where permitted by law and disclosed before purchase.

Refunds, including any applicable standard delivery charges, will be processed in accordance with the relevant legal requirements, without discretionary handling fees.

Certain products, including eligible personalised items, may be exempt from statutory cancellation rights where permitted by law.

2. Size Exchanges

We understand that selecting the correct size for your pet can sometimes be challenging.

For eligible orders, we may accept size exchanges under the following conditions:

• The exchange request is submitted within 7 days of delivery.
• The product remains unused, unwashed and in its original condition.
• All original tags, accessories and packaging are included.
• The requested replacement size is available.

For discretionary size exchanges, customers are responsible for return shipping and any applicable reshipping costs.

Once the returned product has been received and inspected, we may issue Store Credit equal to the eligible product value, excluding shipping charges.

Store Credit can then be used towards a new purchase.

This section does not limit any rights relating to faulty, incorrectly described or otherwise non-compliant goods.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

We recommend reporting any visible delivery issues within 7 days of receiving your order to help us investigate promptly. This recommendation does not limit your statutory consumer rights.

Please provide:

• Your order number
• A description of the issue
• Clear photographs or videos showing the problem
• Photographs of the packaging, where relevant

Once the issue has been assessed, we will provide an appropriate solution in accordance with applicable consumer protection laws.

Depending on the nature of the problem, this may include:

• A replacement product
• A repair, where appropriate
• A full or partial refund, where applicable
• Store Credit, if voluntarily accepted by the customer

For major failures under Australian Consumer Law, customers are entitled to choose between a refund and replacement, subject to the applicable legal requirements.

Where a refund is legally required, no processing, handling or restocking fees will be deducted.

4. Return Eligibility

For discretionary returns or exchanges approved by PAW.Q, products must generally meet the following conditions:

• Items must be unused and unwashed.
• Products must be in their original condition.
• Original accessories and packaging must be included.
• Return approval must be obtained before sending the item back.

Items showing excessive wear, damage caused by misuse or unauthorised alterations may not qualify for discretionary returns.

These conditions do not restrict statutory remedies for faulty or non-compliant goods.

5. Refund Methods

Store Credit

For discretionary returns approved by PAW.Q, Store Credit is our preferred refund method.

Where applicable, Store Credit will be issued after the returned product has been received and inspected.

Store Credit may be used towards future purchases at PAW.Q.

Refund to Original Payment Method

In exceptional circumstances, PAW.Q may voluntarily approve a refund to the original payment method where a refund is not otherwise legally required.

For such discretionary arrangements, we may apply:

• A deduction for actual outbound fulfilment and shipping costs incurred.
• A 15% processing and handling fee.

Any applicable deductions will be clearly disclosed and agreed upon before the discretionary refund is processed.

Important: These deductions do not apply to refunds required under Australian Consumer Law or other applicable consumer protection legislation, including statutory cancellation rights.

Where customers are legally entitled to a refund, the refund will be provided in accordance with those rights, generally through the original payment method.

6. Return Shipping Costs

For discretionary returns or exchanges:

• Customers are responsible for return shipping costs.
• Original shipping charges are generally non-refundable.
• Additional shipping fees may apply when sending replacement items.

For verified faulty, damaged or incorrectly supplied products, PAW.Q will cover or reimburse reasonable return shipping costs where required by law.

Please contact our support team before returning any item.

Do not send products directly to the address printed on the original shipping label.

Our team will provide the appropriate return instructions and address once a return has been approved.

7. Refund Processing Time

Once an authorised return has been received, our team will inspect the product and process the approved refund or Store Credit.

Inspection and processing typically take 3–7 business days.

Refunds issued to the original payment method may require additional time to appear in your account, depending on your bank or payment provider.

Any applicable statutory refund deadlines will take priority.

8. Order Changes & Cancellations

If you need to change or cancel your order, please contact us as soon as possible.

We will do our best to accommodate your request before your order enters fulfilment.

However, once an order has been dispatched, changes or cancellations may no longer be possible.

If an order has already been dispatched, any return or refund request will be handled in accordance with this policy and applicable consumer law.

Nothing in this section limits any statutory right to cancel an order or obtain a remedy.

9. Customised & Personalised Products

Products made specifically for a customer, including customised pet products, are generally not eligible for discretionary returns, exchanges or cancellations once production has commenced.

Please ensure that all customisation details, photographs and personal information are accurate before confirming your order.

If a personalised product arrives faulty, damaged or does not match the agreed specifications, your statutory consumer rights remain unaffected.

10. Consumer Rights

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

For a major failure, you are entitled to a replacement or refund and may be entitled to compensation for other reasonably foreseeable loss or damage.

For a failure that does not amount to a major failure, you are entitled to have the problem remedied within a reasonable time.

Your rights under Australian Consumer Law and any other applicable consumer protection legislation are not limited by this policy.

📩 How to Request a Return or Refund

Please contact our customer support team at:

pawq_info@pawq.com.au

Include your order number and a brief description of your request.

Our team will review your enquiry and provide the appropriate next steps.

Thank you for choosing PAW.Q. 🐾