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 and in its original condition
  • 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 Items

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 replacement, repair or refund.

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 consumer guarantees, you may be entitled to a repair, replacement or refund in accordance with Australian Consumer Law.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: support@pawly.com.au

We aim to respond to all enquiries within 1–2 business days.