Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

This 30-day return policy is in addition to any rights you may have under the Australian Consumer Law.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags where applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at paworapetz@gmail.com. Please do not send items back without contacting us first. If your return is approved, we will provide return instructions and, where applicable, the return address.

Items returned to us without first requesting a return may not be accepted. For change-of-mind returns, customers are responsible for return shipping costs. If an item is faulty, damaged, or incorrect, Pawora Petz will cover the reasonable return shipping cost where required by Australian Consumer Law.

You can always contact us with any return questions at paworapetz@gmail.com.

Damages and Issues

Please inspect your order upon delivery and contact us promptly if your item is defective, damaged, or incorrect so we can assess the issue and provide an appropriate remedy.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including perishable goods, custom or personalised products, personal care goods where hygiene restrictions apply, hazardous materials, flammable liquids, or gases.

Please contact us if you have questions or concerns about your specific item.

We generally do not accept change-of-mind returns on sale items or gift cards, except where required by law.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item, and once the return is accepted, place a separate order for the replacement item.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, subject to applicable consumer law.

The item must be in the same condition that you received it, unworn or unused, with tags where applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be processed to your original payment method. Please remember that your bank, card issuer, or payment provider may take additional time to process and post the refund.

If more than 15 days have passed since we approved your refund, please contact us at paworapetz@gmail.com