Request a Return, Exchange or Refund

Please ensure that your item meets our Returns Conditions before starting a return. You can lodge a return request by contacting our team via any of the channels on our Contact Us page (https://pawpantry.com.au/pages/contact).

Returns conditions

Sale items cannot be returned and/or exchanged unless deemed faulty.

 

Full priced items purchased online can be returned for an exchange or store credit where items meet the below criteria. Customers have 30 days from the date of purchase to lodge a request to return their order. Any requests received after this timeframe may not be accepted and/or be returned to the sender.

For your item to be accepted:

• you must provide proof of purchase;

• all items must be unopened;

• all items must be unaltered and in original condition; and

• all items must have all tags still attached with all accessories and packaging included in the parcel. 

In relation to our Palatability Guarantee, for your return to be accepted:

• you must provide proof of purchase;

• all items must be over 50% full; and

• all items must be in original packaging. 

We are unable to accept returns that do not meet the above criteria.

 

Returns shipping

Return shipping is the responsibility of the customer.

 

We cannot be held responsible in the event of loss, theft or damage of the return parcel. Please include your name, address, order number and return number in the parcel to prevent delays in the processing of your return. 

Exchanges conditions

We offer exchange within 30 days of the original purchase date, in accordance with our return policy. 

 

If you prefer to exchange your items, you can request this when making your return. If a product is not available at the time of fulfilment, we will process a refund and/or store credit in accordance with our return policy.

 

Faulty or damaged items conditions

If you have received an item you believe to be faulty or damaged, please contact us as soon as possible via any of the channels on our Contact Us page. Please include 3 – 4 images along with your order number and we will contact you with next steps.

 

Refunds for faulty or damaged items

Where we have deemed an item either faulty or damaged, we will endeavour to process returns daily Monday – Friday but please allow up to 2 business days from the date the return parcel is received.

 

Once your return is received and inspected, our returns team will notify you of the status of your return. If your return has been accepted, your refund will be processed and applied to the original method of payment.

 

Please note that refunds can take 5 – 10 business days to appear in your account due to the processing times of your financial institutions.

 

Shipping fees from the original order are non-refundable.