REFUNDS AND RETURN POLICY

If you are looking to return / exchange your order due to wrong colour, wrong size or simply change of mind we are here to help! 

If you would like to return your item we are happy to offer a refund provided that:

1. The item is unused, unworn, unwashed and in the original condition as purchased with product tags attached.

2. You return the item within 14 days of your order being delivered. 

To initiate a return, please complete the following steps:

Send us a message using the contact form or email hello@pawstie.com.au noting your order number and reason for return/exchange  

We will get back to you within 48 hours with a response and next steps. Please note we do not offer return labels and you will be responsible for the cost of return shipping.

Please consider using a trackable shipping service for returns as we cannot guarantee that we will receive your returned item. We suggest taking a photo of your shipping receipt so that you are able to track this return. If we do not receive the item (ie, it gets lost in the mail and there is no tracking), we cannot refund for the lost item.

If your return is approved, then your refund will be instantly processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependent on your financial institution). 

 

BUNDLES/KITS

If you would like to return any items from a bundle/kit purchase the remaining items you do not return will be calculated at full price to determine your refund amount as the bundle/kit discount is no longer applicable.

 

FAULTY/DAMAGED ITEMS:

If any items you receive are faulty or damaged, please email hello@pawstie.com.au within 5 days of receipt of item to notify us. Please be sure to include your order number, best contact details, details of the fault/damage and if possible a photo of the fault/damage.

Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will post you a replacement item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs).

 

WARRANTY/GUARANTEE

We take pride at Pawstie in the amount of effort and time put into our products design and production. Our products are made from high quality and durable materials. That being said, they are not indestructible. We guarantee our gear at the time of purchase against material defects and workmanship. If you experience a problem with any of our products, please send an email to hello@pawstie.com.au with details and a photo of the issue. Any warranty claims must be received within 28 days of purchase, otherwise we are unable to replace any items.

Please ensure that you inspect all items for wear prior to use.

Our warranty/guarantee does not cover normal wear and tear.  Any claims after 28 days may not be valid, as the damage may be considered normal wear and tear.

If products are damaged as a result of use, warranty is voided as per Australian Consumer Law. This includes:

1. Damage as a result of dog chewing the item/s; and

2. Damage as a result of sea water.

We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.