Refund & Returns Policy

Return & Refund Policy

At Pawtrek, we want you (and your pet) to love your purchase. If something isn’t right, our return and refund policy makes the process simple.

Change of Mind Returns

Items can be returned within 30 days of delivery. Returns requested after the 30-day return period will not be accepted unless required by Australian Consumer Law.
Products must be unused, in original packaging, with all tags and accessories.
Personalised/custom products cannot be returned or exchanged unless faulty.
Return shipping costs for change of mind are the customer’s responsibility. Original shipping fees are non-refundable (including free-shipping orders where standard shipping costs may be deducted).
Return any items from a bundle/kit purchase, the remaining items you do not return will be calculated at full price to determine your refund amount as the bundle/kit discount is no longer applicable.

Exchanges

The fastest way to exchange is to place a new order for the desired item and return the original product for a refund.
Direct exchanges may be arranged upon request. Re-shipping fees for exchanges must be paid by the customer prior to dispatch.

Faulty or Incorrect Items

If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery at pawtrekau@gmail.com.
Include your order number, description of the issue, and photos/videos of the item and packaging.
Once confirmed, Pawtrek will cover all return costs and provide a replacement, store credit, or full refund.

How to Start a Return

Email pawtrekau@gmail.com with subject line: Return Request – Order #XXXX.
Provide your order number, reason for return, and photos if relevant.
Our team will reply within 1–2 business days with instructions and a Return Authorisation (RMA).
Ship items back within 7 days of receiving instructions, using tracked postage.

Refunds

Refunds are issued to the original payment method once the returned items are received and inspected.
Please allow 3–5 business days for processing and up to 10 business days for funds to appear in your account.
Items returned used, damaged, or without original packaging may only qualify for a partial refund or be rejected.
Refunds are only issued to the original payment method used at checkout.
Items purchased with promotional discounts or vouchers will be refunded at the discounted purchase price. Voucher values are non-refundable.

Non-Returnable Items

Personalised or customised items
Gift cards
Clearance or final sale items (unless faulty)
Items showing signs of use, wear, or pet odours/hair

Returned to Sender

Orders returned due to incorrect address, failure to collect, or refusal of delivery:
- Refunds will exclude the original shipping fee and may incur a return handling fee.
- Re-delivery can be arranged once re-shipping costs are paid.
Items returned that do not meet our return conditions (e.g. used, damaged, unclean, pet hair/odours, missing tags) will not be eligible for a refund. Customers will be responsible for paying shipping fees if they wish such items to be sent back.

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement, repair, or refund for products with major faults, and to have goods repaired or replaced if they fail to meet acceptable quality.