Refund policy
Last Updated: May 30, 2026
At Pawmate, we want you to feel confident shopping with us. If something is not right with your order, please contact us and we will do our best to help.
30-Day Change-of-Mind Returns
We offer 30-day change-of-mind returns from the date your order is delivered.
To be eligible for a change-of-mind return, your item must be:
- Unused and in the same condition you received it;
- In its original packaging;
- With any tags, labels or accessories included; and
- Accompanied by proof of purchase.
To request a return, please contact us at hello@pawmate.com.au with your order number and reason for return.
Items sent back to us without first requesting a return may not be accepted.
For change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed by Pawmate.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is faulty, damaged, incorrect or not as described.
Please email hello@pawmate.com.au with:
- Your order number;
- A description of the issue; and
- Clear photos or videos showing the problem.
If your item is confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with the Australian Consumer Law. This may include a repair, replacement, refund or store credit depending on the circumstances.
For approved faulty, damaged or incorrect item claims, Pawmate will cover reasonable return shipping costs where a return is required.
Australian Consumer Law
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 compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Non-Returnable Items
For change-of-mind returns, we do not accept returns on:
- Personalised or custom-made products;
- Gift cards;
- Items marked as final sale;
- Used products;
- Items not in their original condition or packaging; or
- Products that have been damaged due to misuse, neglect or normal wear and tear.
This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged, incorrect, not as described or otherwise fails to meet a consumer guarantee.
Sale Items
Change-of-mind returns are not available on sale items unless otherwise stated.
However, sale items are still covered by the Australian Consumer Law. If a sale item is faulty, damaged, incorrect, not as described or does not meet a consumer guarantee, you may be entitled to a remedy.
Exchanges
The fastest way to exchange an item is to request a return for the item you have and place a new order for the item you want.
If your item is faulty, damaged, incorrect or not as described, please contact us first so we can help arrange the appropriate remedy.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank, card provider or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@pawmate.com.au.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs.
For faulty, damaged, incorrect or not-as-described items, Pawmate will cover reasonable return shipping costs where a return is required.
We recommend using a tracked shipping service when returning items, as we cannot guarantee that we will receive your returned item.
Contact Us
For all returns, refunds and order issues, please contact:
Pawmate
Email: hello@pawmate.com.au
Website: www.pawmate.com.au