Refund policy

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 pawhouseau@gmail.com. 
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pawhouseau@gmail.com.


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.


✅ Eligible Returns

You are entitled to a return, exchange, or refund under Australian Consumer Law if:

  • The item is faulty or damaged upon arrival

  • The item is not as described on our website

  • The item is not fit for its intended purpose

To begin a return, contact us within 7 days of delivery, and include:

  • Your order number

  • Clear photos of the issue

  • A brief explanation of the problem


❌ Non-Eligible Returns

We do not accept returns or refunds in the following cases:

  • Change of mind

  • Ordering the wrong size, colour, or product variant

  • Mistakes made by the customer during the order

  • Used or soiled items

  • Opened pet bedding (unless faulty)

Full size guides and product details are clearly provided on each product page.
It is the customer’s responsibility to review this information carefully before purchasing.


🧼 Hygiene Note

For hygiene, health and safety reasons, returns of used or opened dog beds will not be accepted unless there is a manufacturing defect.


💳 Refund Process

  • Refunds will be issued to the original payment method.

  • Refunds are processed within 5–10 business days after receiving and inspecting the returned item.

  • Return shipping costs (except for faulty items) are the responsibility of the customer.


🚨 Legal Notice

This policy is in accordance with your rights under the Australian Consumer Law and does not limit or override any statutory consumer guarantees.

 


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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pawhouseau@gmail.com.