Refund policy
You can return unused items within 30 days of delivery for a change of mind, and faulty items are always covered under the Australian Consumer Law.
Your rights under 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 the 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 limits those rights.
Faulty, damaged or not as described. If your item arrives faulty, damaged, or isn't what we described, email us at pawsortedau@gmail.com with your order number, a short description and photos. We'll offer a refund, replacement or repair in line with the Australian Consumer Law, and we cover any return postage. For low-value items we may not need the item back.
Change of mind (30 days). We're happy to accept change-of-mind returns within 30 days of delivery if the item is:
- unused, unwashed and in its original condition
- returned with all tags, accessories and original packaging
For hygiene reasons, we can't accept change-of-mind returns on items that have been used by a pet, including ear muffs, hoods and harnesses. This does not affect your rights if the item is faulty.
For change-of-mind returns, return postage is paid by you and original shipping costs are not refunded. We recommend a tracked service, as we can't be responsible for returns lost in transit.
Wrong size? Email us within 30 days and we'll help you swap it. Send back the unused item under the change-of-mind conditions above, and we'll ship the new size free of charge.
How to start a return.
- Email pawsortedau@gmail.com with your order number and the item(s) you'd like to return.
- We'll reply within 1–2 business days with the return address and instructions.
- Please don't send items to the address on your parcel — it may not be our returns address.
Refunds. Once your return arrives and is checked, we'll process your refund within 3 business days to your original payment method. Your bank may take a further 3–10 business days to show it.