Refund policy

Your rights. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If there's a major failure, you can choose a replacement or a refund. A failure is major if, for example, the item is unsafe, is significantly different from its description, or doesn't do what it's meant to and can't easily be fixed within a reasonable time. If the problem is minor, we'll fix it free of charge within a reasonable time, by repair, replacement or refund; if we can't, you can choose a replacement or a refund. Nothing in this policy limits those rights.

How to tell us. Email support@pawanddwell.com with your order number, what's wrong, and a photo of the item or packaging where it helps. Please contact us as soon as you notice a problem, ideally within 30 days of delivery for damage in transit. Reporting quickly helps us claim from the carrier, but your consumer guarantee rights continue after 30 days.

What happens next. We'll reply within 2 business days, assess the problem, explain the remedies available to you and arrange the appropriate remedy, including your choice of replacement or refund where applicable. Refunds go back to your original payment method.

Sending items back. We may be able to resolve your claim using photos, without you needing to return the item. If we do need it returned, we'll tell you before you post it and pay the return postage.

Late or missing orders. If your order hasn't arrived by the end of the estimated delivery window (see our Shipping policy), contact us. We'll check with the carrier and keep you updated. If the carrier confirms the parcel is lost or can't be delivered, or it still hasn't arrived 10 business days after the end of the estimated window, you can choose a replacement or a full refund. Nothing in this timeframe limits your rights under the Australian Consumer Law.

Change of mind. We don't offer change-of-mind returns. This doesn't affect your rights for faulty, damaged, misdescribed or undelivered items.