FAQ

We offer 30-day change-of-mind returns from the date your order is delivered. To be eligible, the item must be unused, in its original packaging with any tags or accessories included, and accompanied by proof of purchase. To start a return, email us at hello@pawmate.com.au with your order number and reason for return before sending anything back.

For change-of-mind returns, return shipping is the customer's responsibility. If your item is faulty, damaged, incorrect or not as described, Pawmate will cover reasonable return shipping costs where a return is required. We recommend using a tracked service, as we can't guarantee receipt of returned items.

Please inspect your order on arrival and contact us promptly at hello@pawmate.com.au with your order number, a description of the issue and clear photos or videos. If the item is confirmed faulty, damaged, incorrect or not as described, we'll provide an appropriate remedy — a repair, replacement, refund or store credit — in line with the Australian Consumer Law.

Change-of-mind returns don't apply to personalised or custom-made products, gift cards, final sale items, used products, or items not in their original condition or packaging. This doesn't affect your rights under the Australian Consumer Law if an item is faulty or not as described.

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds are processed to your original payment method within 10 business days, though your bank or card provider may take additional time to post it. If more than 15 business days have passed since approval, please contact us.

The fastest way is to request a return for the item you have and place a new order for the one you want. If your item is faulty or incorrect, contact us first and we'll help arrange the right remedy.