Refund policy

Returns, faults & refunds

Your rights. Everything we sell comes with automatic consumer guarantees under the Australian Consumer Law. These apply no matter what any other policy on this site says, and we can't contract out of them. If an item arrives damaged, is faulty, doesn't match its description, or isn't fit for its stated purpose, you're entitled to a remedy — for a major problem, your choice of a refund or replacement; for a minor problem, a repair, replacement or refund.

How to make a claim. If your order arrives faulty, damaged, not as described, or doesn't arrive at all, email us at support@pawanddwell.com within 30 days of delivery (or, for an order that hasn't arrived, within 30 days of the expected delivery date) with your order number and a photo of the item or packaging where relevant. We'll assess your claim and provide a refund or replacement at our option. You won't need to post anything back to us — we'll only ask for the item to be returned if we specifically request it, and if we do, we'll cover the return postage and give you instructions at that time.

Change of mind. We don't offer change-of-mind returns. This doesn't affect your rights above for faulty, damaged, misdescribed or non-arrived items.