Refund Policy
Refund Policy
Can I return an order?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Customer@pawpawup.com.au. Items sent back to us without first requesting a return will not be accepted.
Returns not caused by quality issues will be shipped at the customer's expense.
You can always contact us for any return questions at Customer@pawpawup.com.au or chat with us online.
How do I cancel or change an order?
You can cancel or change your order before it leaves our warehouse. Just contact us at Customer@pawpawup.com.au or chat with us online.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
For any change of mind returns, shipping costs and return fee is non-refundable. The cost of shipping fees will be deducted from your refund.
Late or missing refunds
If you haven’t received a refund yet, you could check with your bank or credit card company first. It may take some time before your refund is officially posted. If you still have any questions about a refund, please contact us at Customer@pawpawup.com.au.