Refund policy

7-Day Change-of-Mind Returns

You may request a change-of-mind return within 7 days of receiving your order. To be eligible, the item must be unused and in its original condition, with original packaging retained where practical. Return shipping costs are the customer's responsibility.

To request a return, contact Pawway through the store contact form or the customer support email shown on the Contact page. Please include your order number and reason for the return. Do not send items back until Pawway provides return instructions.

For hygiene reasons, used grooming products, used pet bedding, and used feeding/drinking products are not eligible for change-of-mind return unless faulty or otherwise covered by Australian Consumer Law.

Damaged, Faulty, Incorrect, or Unsafe Items

If an item arrives damaged, faulty, incorrect, unsafe, or significantly different from its description, contact us with your order number and photos where possible. We will assess the issue and provide an appropriate remedy — repair, replacement, or refund — in accordance with Australian Consumer Law.

This policy does not limit any rights you may have under Australian Consumer Law.