Refund policy

Returns & Refunds

We want you and your dog to love your PawsOrbit order. If you're not happy with it, you can request a return within 30 days of receiving your item.

Change of mind

To be eligible for a change-of-mind return, the item must be unused, in its original packaging and in the same condition you received it. Please contact us before sending anything back so we can give you return instructions. For change-of-mind returns, return postage is paid by the customer.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or is not what you ordered, contact us within 30 days of delivery with your order number and a photo or video of the issue. We will arrange a replacement or a full refund, and we will cover any return postage.

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 your rights under the Australian Consumer Law, including after the 30-day period.

Refunds

Once your return is received and inspected, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or payment provider may take additional time to process it.

How to start a return

Email us at jbour.123456@gmail.com with your order number and the reason for your return. Items sent back without first contacting us cannot be accepted.