Refund policy

Our Refund Policy

At Pawside Pets, we want you to be completely happy with your purchase. If you're not satisfied with your order, we're here to help. This policy outlines how returns and refunds work.

Return Window

You have 30 days from the date your order is delivered to request a return. After 30 days, we're unable to process refunds or accept returns.

Eligibility for Returns

To be eligible for a return, items must be:

Unused and in original, unused condition
In their original packaging
Free from wear, damage, or signs of use

Items that have been used, opened (except to inspect), or damaged by the customer are not eligible for refunds.

How to Request a Return

To start a return, email us at hello@pawsidepets.com with your order number and a brief reason for the return. We'll provide you with return shipping instructions.

Return Shipping Costs

In most cases, you'll need to cover the cost of return shipping to send items back to us. We recommend using a tracked courier service so you can monitor your parcel.

Damaged or Defective Items

If your item arrives damaged or is defective, we'll provide a full refund without requiring you to return it. Please contact us within 7 days of delivery with photos of the damage or defect, and we'll sort it out quickly.

Refund Timeline

Once we receive and inspect your returned item, we'll process your refund within 5-7 business days. Refunds are issued to your original payment method. Please allow an additional 3-5 business days for the refund to appear in your account, depending on your bank.

Shipping Times

Please note that our products ship from our supplier network in China via CJ Dropshipping. Standard delivery takes 10-20 business days from the date your order is dispatched. We have no physical warehouse in Australia, so items are sent directly from our suppliers to you.

Your Consumer Rights

Nothing in this policy affects your rights under the Australian Consumer Law. If you believe a product is faulty or not as described, you may be entitled to a remedy under consumer protection laws, regardless of our return window. For more information, visit the Australian Competition and Consumer Commission (ACCC) website.