At PAW BEANS N PADS, we are committed to providing you and your furry companions with the highest quality products and excellent customer service. We understand that sometimes circumstances may require you to seek a refund, and we strive to make the process as smooth and fair as possible, in compliance with the Australian Consumer Law (ACL).

 

1.  Refunds for Faulty or Defective Products

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If you receive a product that is faulty, defective, or not as described, we will gladly offer you a full refund, exchange, or store credit. Please contact our customer service team within 14 days of receiving your order to initiate the return process. We require photographic evidence or other documentation to assess the issue and expedite the resolution.

 

2.  Refunds for Change of Mind

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We understand that sometimes you may change your mind about a purchase. In accordance with the ACL, we offer refunds for change of mind under the following conditions:

(a) The item is returned within 14 days of purchase.

(b) The item is in its original condition, unopened, and unused, with all original packaging intact.

(c) You provide a valid proof of purchase (receipt or order confirmation).

(d) The item is not listed under our non-refundable items (e.g. perishable goods, personalised items, etc).

(e) Please note that you are solely responsible for the return shipping costs for change of mind refunds. Once we receive the returned item and verify its condition, we will issue a refund to your original payment method.

 

3.  Process for Refunds

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To request a refund, please contact our customer service team at pawbeansnpads@gmail.com with your order details and reason for return. Our team will guide you through the return process and provide you with a return authorisation if necessary. Once we receive your returned item and it meets the refund criteria, we will process your refund within 7 business days.

 

4.  Non-Refundable Items

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Certain items are not eligible for refunds unless they are faulty or defective. These may include but are not limited to:

(a) perishable goods (e.g., food, treats)

(b) personalized or custom-made items

(c) items that have been used (e.g. dog toys) or opened and cannot be resold due to health and hygiene reasons.

 

5.  Exchanges

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If you wish to exchange an item for a different size, colour, or variant, please contact our customer service team to arrange the exchange. Exchanges are subject to product availability. If the desired item is not available, we can offer a refund.

 

6.  Late or Missing Refunds

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(a) If you have not received a refund within the expected timeframe, please check your bank account first.

(b) Contact your credit card company, as it may take some time before your refund is officially posted.

(c) If you have done all of this and still have not received your refund, please contact us at pawbeansnpads@gmail.com.

 

7.  Rights under the ACL

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Our refund policy is in accordance with the rights and remedies provided to consumers under the ACL. These rights include guarantees for acceptable quality, fitness for purpose, and compliance with description or sample.

 

8.  Contact information

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If you have any questions or concerns regarding our refund policy or need assistance with a return, please do not hesitate to contact our customer service team at pawbeansnpads@gmail.com.