Refund policy

At Pawly, we want you and your dog to love your purchase. If you’re not completely satisfied, we’re here to help.

30-Day Returns

We offer a 30-day return period from the date your order is delivered.

To be eligible for a return, your item must:

Be unused, in its original condition, and suitable for resale.
Be free from damage, stains, excessive pet hair, odours, or signs of wear.
Include all original packaging, accessories and components.

To start a return, please contact us at support@pawly.com.au with your order number and reason for return.

Please do not send items back without contacting us first, as we may not be able to process your return.

Change of Mind Returns

If you change your mind about your purchase, you may return the item within 30 days of delivery, provided it meets the eligibility requirements outlined above.

Customers are responsible for return shipping costs for change-of-mind returns.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 7 days of receiving your order.

Please include:

Your order number
A description of the issue
Clear photos showing the problem

Once reviewed, we will arrange an appropriate resolution, which may include a repair, replacement or refund.

If your item is confirmed to be faulty or incorrect, Pawly will cover any reasonable return shipping costs.

12-Month Manufacturing Warranty

We stand behind the quality of every Pawly product.

All Pawly products are backed by a 12-month manufacturing warranty from the date of delivery, covering manufacturing defects in materials or workmanship under normal household use.

If your product experiences a manufacturing defect during the warranty period, please contact us at support@pawly.com.au with your order number, a description of the issue, and clear photos or videos where possible.

Once assessed, we will, at our discretion, repair or replace the product, or provide another appropriate remedy.

This warranty covers:

Manufacturing defects
Faulty stitching
Faulty buckles, clips or zips
Defects in materials or workmanship

This warranty does not cover:

Normal wear and tear
Damage caused by misuse, accidents or improper installation
Pet chewing, scratching or other pet-related damage
Cosmetic damage that does not affect the product’s performance or functionality
Damage resulting from modifications or unauthorised repairs

This warranty is provided in addition to your rights under the Australian Consumer Law.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed back to your original payment method within 5–10 business days.

Please note that your financial institution may require additional time for the funds to appear in your account.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

If a product has a major fault or does not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund.