Refund policy

REFUND POLICY

Last updated: 06th August 2026

At PawsPlaza, all returns, refunds, and complaints are handled directly by us — regardless of which supplier fulfils your order. Nothing in this policy limits your rights under the Australian Consumer Law.

Your rights under Australian Consumer Law

Every product we sell comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a repair, replacement, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, damaged, or incorrect items

If your order arrives faulty, damaged in transit, or doesn't match the product description, contact us at support@pawsplaza.com.au with your order number and photos of the issue. We will arrange a replacement or refund at no cost to you. We aim to resolve these within 5 business days of you contacting us, though please note that because items are shipped via different fulfilment partners, replacement items may take longer to arrive than your original order — we'll keep you updated throughout.

Change of mind

We're not required to offer refunds or exchanges for change of mind under Australian Consumer Law, but we want you to be happy with your purchase. We accept change-of-mind returns within 14 days of delivery, provided the item is unused, in its original packaging, and in resaleable condition. Return shipping costs are the customer's responsibility for change-of-mind returns. Contact support@pawsplaza.com.au to arrange this before sending anything back.

How refunds are processed

Approved refunds are issued to your original payment method within [5-10] business days of approval. Shipping costs are refunded only where the return is due to our error, a fault, or an incorrect item.

Contact

Questions about a return or refund: support@pawsplaza.com.au