Refund policy
Returns and Refunds Policy
At PawTraverse, we want you to be happy with your order. If something is not right, please contact us and we will do our best to help.
Returns
We accept return requests within 30 days after your order has been delivered.
To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging where possible.
To start a return, please contact us at:
support@pawtraverse.comPlease include your order number, the reason for your return, and photos if the item is damaged, defective, or incorrect.
Please do not send any items back before contacting us first.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the issue.
If the item is confirmed to be damaged, defective, or incorrect, we will offer a suitable solution, such as a replacement, store credit, or refund, depending on the situation.
Change of Mind Returns
If you change your mind, you may request a return within 30 days of delivery.
For change of mind returns, the item must be unused and in resalable condition.
Return shipping costs for change of mind returns are the responsibility of the customer.
Non-Returnable Items
We may not be able to accept returns for:
- Used items
- Items damaged by misuse
- Items not in their original condition
- Items returned without contacting us first
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Please note that it may take some time for your bank, card provider, or payment provider to process and post the refund.
Shipping Fees
Original shipping fees are non-refundable unless the return is due to a damaged, defective, or incorrect item.
Return shipping fees for change of mind returns are the responsibility of the customer.
Australian Consumer Law
Nothing in this policy limits any rights you may have under the Australian Consumer Law.
If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy under applicable law.
Contact Us
If you have any questions about returns or refunds, please contact us at:
support@pawtraverse.com