Australian Consumer Law Guarantees
All goods purchased from Pawfect Australia 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 they fail to be of acceptable quality and the failure does not amount to a major failure.
Some products may also come with a manufacturer’s warranty. If applicable, please follow the process outlined in that warranty.
If you believe a product is faulty, please contact us as soon as possible at hello@pawfectaustralia.com.au and include proof of purchase. We may request photographs of the product or ask that you return the item (at your cost) via post or courier for inspection.
If the product is deemed defective, we will repair or replace it at no cost to you and reimburse any return postage or courier fees.
If the product is found not to be defective, we may return the item to you at your cost, and no refund or store credit will be provided.
Please note: We cannot accept warranty returns for pet toys or pet beds that have been damaged by an animal unless a manufacturing fault can be confirmed. Such claims will be referred to the product manufacturer for investigation.
Returns
While we strive for accurate product descriptions, errors may occur. If an error is made by Pawfect Australia, we will resolve it at no cost to you.
If you change your mind, you may return eligible items within 14 days of delivery for store credit or exchange.
Conditions for Change of Mind Returns:
- Subject to a 15% restocking fee (deducted from your store credit).
- Return shipping with tracking and insurance is at your cost.
- Items must be in new, unopened condition, with all original packaging, labels, and seals intact.
We cannot accept returns if:
- The product has been opened or removed from its original packaging.
- Seals or labels have been removed.
- The item has been used, is dirty, or is damaged.
- The item is a perishable (e.g. food or medication), unless it has a manufacturer fault or is expired.
- More than 14 days have passed since delivery.
Used, damaged, or soiled items will not be accepted. No credit or replacement will be issued for products that have been misused or incorrectly installed.
Initiating a Return
To request a return, please email hello@pawfectaustralia.com.au with:
- Your order number
- Details of the item(s)
- Reason for return
We’ll assess your request and reply with the next steps, including the correct return address.
If more than 14 days have passed since delivery, returns are only accepted if the product is deemed faulty.
Return to Sender Orders
If an order is returned to us due to non-collection, incorrect address, or refusal, a store credit will be issued minus:
- $10 Return to Sender fee (charged by Australia Post)
- 15% restocking fee
Limit of Liability
To the fullest extent permitted by law, our liability is limited to the remedies available under the Australian Consumer Law. We are not liable for any indirect or consequential loss, including (but not limited to) loss of income, contracts, opportunities, or losses resulting from cyber incidents.