Refund Policy

Refunds

At Pawfection, we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, please send us an email and our team will assist you right away.

Our policy lasts 10 days. If 10 days have gone by since your purchase, and you have not notified us, unfortunately we can’t offer you a refund or exchange. Items may be returned for a full or partial refund within 10 days from the date an order was received. There is a maximum of 10 days from the date the parcel was received for customers to identify any faulty items and contact us. 

We are happy to provide a refund for any damaged, defective products or orders that don't arrive. The damaged / defective products should always be in a 'unused condition & in original packaging, to be eligible for any refunds. Please send us an email at enquires@pawfection.com.au if you'd like to request a refund. Please allow our support team 24-48 hours to get back to you. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Full or Partial refunds may be considered (at our discretion) upon consideration for:

* items not in original condition, damaged/defective or missing parts

* items returned more than 10 days after delivery

Refunds (if applicable):
In case of any damaged/defective/item not as described product, where you would like to have it returned for another same new product, we might ask you to return and send the product straight to our supplier address. If you do not have this supplier address, please contact us and we will provide it for you. 

In such cases, the Return shipping fees is paid by the buyer/customer. Or we also have an option where-in you keep the 'damaged/defective/item not as described' product with you and agree for a partial refund from us. Please note that Return/Exchange policy is at the sole discretion of Pawfection and the decision taken by our Company is final.

Meaning of “Unused and in the original packing”

• Goods which have been taken out of their original packaging cannot be sold again by the seller and therefore cannot be returned.
• Goods should be returned in the exact same packaging as in which they were received, including accessories, manual, invoices, tags, etc.
• Goods or accessories which show signs of being used or damaged will not be accepted for returns.
• Goods that have been washed, worn, damaged, changed or had tags removed, will not be taken back by the seller.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at enquires@pawfection.com.au.

Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges:
Unfortunately, we cannot currently offer size or color exchanges for our products. We hope to be able to do this in the future!

Damaged items/ Low quality: 
For the fastest resolution, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. 
We will use this information to help you with your order, and eliminate errors in future.

Cancellations:
All sales are final. We're sorry but we don't provide refunds if you simply change your mind about a purchase. Please make sure you want your items before you purchase them. :-)

Customs Issues:
We are not responsible for local customs issues. All issues or problems associated with customs are the sole responsibility of the customer and Terra Dogs is not liable. Unfortunately, we cannot provide refunds on an order because it did not pass through customs or because a fee was levied by a local customs agency