Return Policy

 

Return & Refund Policy

Thanks for shopping at www.pawid.com.au. If you're not entirely satisfied with your purchase, we're here to help.

Change-of-mind return window

You have 30 calendar days from the date you received your item to request a change-of-mind return. If no delivery confirmation is available, the delivery date is assumed to be 10 days from dispatch for customers in Western Australia, the Northern Territory and Tasmania, and 5 days from dispatch for customers in all other states. This 30-day window applies to change-of-mind returns only and does not limit your rights for faulty or incorrect items (see below).

Eligibility for change-of-mind returns

To be eligible, the item must be unused, in the same condition you received it, in its original packaging inside the shipping carton, and accompanied by a receipt or proof of purchase. Items returned in a condition different from how they were sent may receive a partial refund at our discretion, or may not qualify for a refund.

Personalised and custom-made items

Personalised, custom-made or made-to-order products (including engraved or custom-printed Paw ID tags) cannot be returned or refunded for change of mind, as they are made specifically for you. This exclusion does not apply where the item is faulty, damaged on arrival, or not as described — in those cases your rights below apply in full.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or different from what you ordered, please contact us at support@pawid.com.au within a reasonable time of discovering the issue, with photos and a description. For a major failure you may choose a refund or replacement; for a minor failure we may offer to repair or replace the item within a reasonable time. We cover return shipping for faulty, damaged or incorrect items and will arrange a prepaid return label or reimburse reasonable postage.

Change-of-mind / buyer-caused returns

If you are returning an item for reasons that are not our fault (change of mind, wrong size or design ordered, no longer wanted), you are responsible for the return shipping cost, and original shipping charges are non-refundable. If a refund is issued, the cost of return shipping may be deducted from your refund. We recommend using a tracked service and retaining proof of postage.

How to start a return

Email support@pawid.com.au with your order number, the item(s) you wish to return, and the reason for the return. We will respond with return instructions and, where applicable, the return postal address.

Refund process

Once we receive your returned item we will inspect it and notify you of the outcome, usually within 1–3 business days. Approved refunds are issued to your original payment method. Please allow up to 2 business days for the refund to appear, plus any additional processing time required by your card issuer or bank.

Your consumer rights

Australian customers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are 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. Nothing in this policy limits or replaces those statutory rights.

US and international customers: This policy does not limit any rights you may have under applicable consumer protection laws in your jurisdiction, including any implied warranties of merchantability or fitness for a particular purpose.

Contact us

For any questions about returns or refunds, please contact us at support@pawid.com.au.