Refund policy

Last updated: 29 July 2026

About This Policy

This Returns & Refunds Policy explains how returns, refunds, replacements and order cancellations are handled for purchases made through pettapaw.com.

PettaPaw.com is operated by V.O.F. Stefan en Richard, a general partnership registered in the Netherlands under Chamber of Commerce number 89937503.

This policy includes our voluntary 30-day change-of-mind return policy. It is additional to, and does not exclude, restrict or modify, any rights or remedies that cannot lawfully be excluded, including rights that may apply under the Australian Consumer Law.

30-Day Change-Of-Mind Returns

You may request a return for change of mind within 30 calendar days after the date on which your order is recorded as delivered.

Your return request must be submitted within this 30-day period. After we authorise your return, the item must be handed to the return carrier within 14 calendar days after you receive our return instructions.

To qualify for a voluntary change-of-mind return, the item must:

be unused and not have been used by or on a pet, other than being carefully inspected;
be in its original condition;
have all original tags, labels and hygiene seals attached and intact;
be free from damage, alterations, washing, stains, odours, pet hair and other signs of use;
include its original packaging where reasonably possible; and
be accompanied by the order number or other reasonable proof of purchase.

These conditions apply only to voluntary change-of-mind returns. They do not limit your rights where an item is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.

Items Excluded From Change-Of-Mind Returns

The following items cannot be returned solely because you changed your mind:

gift cards;
personalised, customised, engraved or made-to-order products, such as personalised ID tags;
hygiene-sensitive items that have been used by or on a pet, including grooming tools, feeding bowls, litter accessories, waste-management products, beds, mats and blankets;
items where a hygiene seal or protective packaging has been removed, damaged or altered; and
items clearly identified as “Final Sale” before purchase.

Sale or promotional items that are not marked “Final Sale” remain eligible under our standard 30-day change-of-mind return policy.

These exclusions do not apply where an item is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise covered by a non-excludable consumer right.

How To Request A Return

To start a return, email us at info@pettapaw.com.

Please include:

your full name;
your order number;
the item or items you wish to return;
whether your request concerns change of mind, a sizing issue, damage, a defect, an incorrect item, a missing item or another issue; and
clear photographs or video where they can reasonably help us assess damage, a defect or an incorrect item.

A reason is not required for a valid change-of-mind request, but providing one may help us improve our products and service.

We will respond with return instructions, the authorised return address and a return authorisation reference.

Please do not send an item to a supplier, manufacturer or any address other than the authorised return address.

Return Address

Our authorised return address is provided together with your return authorisation after you contact us at info@pettapaw.com. This ensures your return is routed to the correct processing location and can be matched to your order.

Approved returns must only be sent to the authorised return address stated in your return authorisation. The authorised return address may be located outside Australia; the applicable return destination will be confirmed to you in writing before you send anything.

Please do not send an item to any other address. Returns sent without a return authorisation or sufficient identifying information may take longer to process or may not be able to be matched to your order.

We do not accept cash-on-delivery returns or parcels for which charges are payable upon receipt.

Return Shipping Costs

Return shipping is free for all approved returns. This applies to change-of-mind returns as well as returns of items that are faulty, damaged in transit, incorrectly supplied or not as described.

After your return is authorised, we will provide a prepaid return method or, where a prepaid method is not available for your location, we will reimburse the reasonable cost of the return shipping method agreed in your return authorisation.

Please wait for your return authorisation and shipping instructions before sending anything. Costs incurred by returning an item without authorisation, or by a method other than the one agreed with you, may not be reimbursable.

We do not charge any restocking, handling or return-processing fee.

As standard delivery within Australia is free, there is normally no original delivery charge to deduct or refund.

Where a refund of delivery costs is required by applicable law, or where the entire order is rejected because of a qualifying problem for which we are responsible, we will refund the applicable original delivery charge.

Packing And Sending Your Return

Please pack the item securely to prevent damage in transit and include the return authorisation reference.

Please use the prepaid label or the shipping method agreed in your return authorisation, and keep any lodgement receipt until the return has been completed.

Where we provide a prepaid label or nominate a carrier, responsibility for the parcel will be handled in accordance with applicable law and the instructions supplied with your return authorisation.

Return Inspection

We will normally inspect a returned item within 5 business days after it is delivered to our return address.

For a change-of-mind return, we may refuse the return where the item does not meet the clearly stated eligibility conditions in this policy.

If a voluntary return is refused, we will explain the reason and contact you regarding the return of the item. Reasonable reshipping costs may be payable by you.

The change-of-mind eligibility conditions do not apply to a claim based on a product fault or another non-excludable consumer right.

We may reasonably assess an item before confirming the appropriate remedy.

Refunds

Once a refund has been approved, we will issue it to the original payment method within 5 business days.

Your bank, card issuer or payment provider may require an additional 5 to 10 business days to show the refund in your account. These external processing times are outside our control.

Refunds are issued in the currency and for the amount charged for the refunded item or order, subject only to any lawful adjustment clearly described in this policy.

We will not substitute store credit for a monetary refund where you are legally entitled to a refund, unless you expressly agree to receive store credit.

You will receive an email confirmation after we issue your refund.

Damaged, Defective, Incorrect Or Not-As-Described Items

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is:

faulty or defective;
unsafe;
damaged in transit;
incorrect;
missing from the parcel;
missing parts;
materially different from its product description, image or sample; or
not fit for a purpose that you made known to us before purchase.

There is no 48-hour cut-off for rights that apply under the Australian Consumer Law or another applicable mandatory consumer law.

Reporting an obvious delivery issue promptly can, however, help us investigate the matter with the delivery carrier.

Please provide:

your order number;
a description of the issue; and
clear photographs or video where reasonably available.

We may ask for reasonable proof of purchase and may assess the item before providing a remedy.

Do not return a faulty, damaged or incorrect item at your own expense unless we first ask you to do so. We will provide return instructions and, where required, a prepaid return method or reimbursement of reasonable return costs.

Australian Consumer Law

For products supplied to consumers in Australia, the Australian Consumer Law may provide consumer guarantees that cannot be excluded.

Goods must, among other things:

be of acceptable quality;
be safe, durable and free from defects;
be fit for their normal purpose;
be fit for any purpose you made known to us before purchase;
match their product description or sample; and
be supplied with clear title.

Major Problems

A product may have a major problem where it:

is unsafe;
is substantially different from its description or sample;
cannot be used for its normal purpose;
cannot be used for a purpose you made known to us before purchase and cannot easily be fixed within a reasonable time; or
has one serious problem or several smaller problems that would have stopped a reasonable customer from buying it had they known about them.

Where a product has a major problem, you may be entitled to choose between:

a refund; or
a replacement of the same type.

A refund for a major problem will be for the full amount paid for the affected product and will be made using the original payment method unless you agree otherwise.

You may instead choose to keep the item and receive compensation for the reduction in value caused by the problem.

Minor Problems

Where a product has a minor problem, we may choose to:

repair the product free of charge;
replace the product; or
provide a refund.

If a minor problem cannot be fixed within a reasonable time, additional remedies may apply, including a replacement or refund.

You may also have rights in relation to reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

The following voluntary return conditions do not limit your statutory rights:

the 30-day change-of-mind period;
original packaging requirements;
attached-tag requirements;
hygiene-related change-of-mind exclusions; and
sale or “Final Sale” designations.

Lost, Missing Or Undelivered Orders

tracking shows no meaningful progress;
tracking shows delivery but you have not received the parcel;
only part of your order has been delivered; or
the order has not arrived within the stated delivery estimate or a reasonable time.

We will investigate the delivery with the carrier.

We will not require you to resolve a delivery failure solely with the carrier.

Where an order is confirmed lost, cannot be supplied or is not supplied within an agreed or reasonable time, we will provide the remedy required by applicable law.

Depending on the circumstances, this may include:

sending a replacement; or
issuing a refund.

Exchanges

We do not currently process direct change-of-mind exchanges.

To obtain another size, colour or product, return the eligible item under this policy and place a new order.

This helps prevent the replacement item from selling out while the original return is in transit.

This section does not limit a right to a replacement for a faulty, damaged, incorrect or not-as-described item.

Order Cancellations And Changes

We may be able to cancel or amend an order before it enters fulfilment, but we cannot guarantee changes once processing has started.

Once an order has been dispatched, it must normally be handled through the returns process after delivery.

If we successfully cancel an order before dispatch, we will refund the cancelled amount to the original payment method.

This section does not limit any cancellation or refund right arising from delayed supply, non-supply, a product problem or another applicable law.

Refused, Unclaimed Or Incorrectly Addressed Parcels

You are responsible for supplying a complete and accurate delivery address and for taking reasonable steps to receive or collect your parcel.

If a parcel is returned because:

the address supplied was materially incorrect or incomplete;
delivery was refused without a valid product-related reason; or
the parcel was not collected,

we may deduct the reasonable and actual carrier charges incurred from a voluntary refund or ask you to pay the reasonable cost of resending the order.

We will not make such a deduction where the return was caused by: