Refund policy

RETURNS & REFUNDS POLICY

At Pawstruck, we want you and your fur baby to be completely happy with every 
purchase. If something isn't right, we're here to make it right.

YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian 
Consumer Law. You are entitled to a replacement, repair, or refund for a major 
failure and compensation for any other reasonably foreseeable loss or damage. 
You are also entitled to have the goods repaired or replaced if the goods fail 
to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under the Australian 
Consumer Law.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives faulty, damaged in transit, or is not as described, we will 
make it right at no cost to you. You are entitled to choose from the following 
remedies:

  - A full refund to your original payment method
  - A replacement of the same item
  - A store credit for the full amount

To lodge a claim, please email us at pawstruck@gmail.com within 30 days of 
receiving your order with the following:

  - Your order number
  - A description of the issue
  - Clear photos of the item and any damage

We will respond within 2 business days and arrange your remedy promptly. You 
will not be required to return the item at your own expense where the fault is 
ours.

CHANGE OF MIND RETURNS

We understand that sometimes a product just isn't the right fit. We happily 
accept change of mind returns under the following conditions:

  - The item is returned within 30 days of the delivery date
  - The item is unused, unwashed, and in its original packaging
  - Proof of purchase is provided (order confirmation email)

To initiate a change of mind return, email us at pawstruck@gmail.com with your 
order number and reason for return. Once approved, we will provide return 
instructions.

Please note:
  - Return shipping costs for change of mind returns are the responsibility 
    of the customer
  - Original shipping charges are non-refundable
  - Refunds for change of mind returns will be issued as store credit or 
    to your original payment method, at our discretion

ITEMS NOT ELIGIBLE FOR RETURN

The following items cannot be returned for change of mind reasons due to 
health and hygiene:

  - Opened or used consumables (treats, supplements, food)
  - Items that have been used, washed, or altered
  - Items not in their original condition or packaging
  - Items returned more than 30 days after delivery

Please note this does not affect your rights under the Australian Consumer Law 
for faulty or not-as-described goods.

HOW REFUNDS ARE PROCESSED

Once your return is received and inspected, we will notify you by email. 
Approved refunds will be processed within 5 business days and returned to your 
original payment method. Please allow an additional 3–5 business days for your 
bank or payment provider to process the refund.

If you have not received your refund after 10 business days, please contact us 
at pawstruckstore@gmail.com and we will investigate promptly.

CONTACT US

We're a small Australian business and we genuinely care about getting this right 
for you. If you have any questions or concerns about your order, please don't 
hesitate to reach out — we're always happy to help.

Email: pawstruckstore@gmail.com
Website: pawstruck.store

We aim to respond to all enquiries within 2 business days.