Refund policy

PawLow Returns & Refund Policy

At PawLow, we want you and your pet to be happy with your purchase. This policy explains how returns and refunds work, what qualifies, and the steps to request one. Please read it carefully before requesting a return.

Policy authority

These terms form the complete agreement between PawLow and our customers regarding returns and refunds. No exception or variation applies unless confirmed in writing by PawLow. Verbal statements, assumptions, or third-party representations do not override these written terms.

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. The change-of-mind terms below are offered in addition to these rights, not instead of them.

90-Day Returns (change of mind) — approval required

We offer a 90-day return window for change-of-mind returns, counted from the day you receive your order.

A change-of-mind return is not automatic and is not guaranteed. It must be requested and approved by our customer service team before you send anything back, and it must meet all of the conditions below. Approval is at PawLow's reasonable discretion.

To be considered for a change-of-mind return, the item must be:

  • Requested within 90 days of delivery, by emailing info@pawlow.store with your order number and the reason for your request.
  • Approved in writing by our team before being returned — we will provide the authorised return address.
  • Unused and in its original, undamaged condition.
  • Returned complete with all accessories, filters, free gifts, manuals, and original packaging (box included).

Conditions:

  • Requests that do not meet the conditions above may be declined.
  • For hygiene reasons, pet seat covers and other fabric items that have been used, washed, or placed in a vehicle cannot be returned for change of mind.
  • Return shipping is paid by you. We recommend a tracked, insured service — we cannot be responsible for items lost or damaged in return transit.
  • Approved change-of-mind returns are resolved with store credit or an exchange — not a cash refund. Store credit equal to the product price you actually paid (original shipping and any unreturned free-gift value excluded) is issued once we receive and inspect the returned item at the address we provide.
  • Store credit does not expire and can be used on any future PawLow order.

Unauthorised returns, or items sent to any address other than the one we provide, cannot be processed and may result in loss of the item and ineligibility for a refund.

Faulty, damaged, or not-as-described items

These cases are handled separately from change-of-mind returns and are covered by your consumer guarantees:

  • Defective items — please report manufacturing or mechanical faults as soon as you notice them. Reporting promptly helps us resolve the issue faster, and your rights under the Australian Consumer Law continue to apply for a reasonable period regardless.
  • Damaged on arrival (DOA) — please report any delivery damage within 7 days of receiving the item, with photos.
  • Not as described — if the item does not match its description, contact us for assessment.

For these cases, we will work with you to put things right. Please contact info@pawlow.store with your order number and supporting photos or a short video so we can resolve it quickly. Where a fault, damage, or misdescription is confirmed, we cover return shipping.

Orders not received

If your tracking shows your order has not arrived within the expected delivery window, please contact us at info@pawlow.store. We will investigate with the carrier and, where an order is confirmed lost in transit, arrange a replacement or refund. (For items the carrier has marked as delivered, see "Stolen or 'delivered' packages" below.)

Incorrect or incomplete address (customer error)

It is the customer's responsibility to provide a complete and valid shipping address at checkout. If an order is delayed, returned, or marked undeliverable due to incorrect or incomplete address details (e.g. missing unit number, invalid postcode), and the customer does not respond to our follow-up within 72 hours, the order will be treated as unfulfillable due to customer error.

In these cases, only a partial refund may be issued, after deducting any non-refundable costs (original shipping, shipping insurance, and any restocking or handling fee that applies).

Stolen or "delivered" packages

All shipments include tracking and proof of delivery. Where a carrier has confirmed delivery to the address provided at checkout, we are generally unable to offer a refund or replacement for loss or theft occurring after that point.

If you suspect theft, please report any delivery concern to info@pawlow.store within 7 days of the confirmed delivery time, file a report with your local police, and check with neighbours or building management. We will review these reports case by case and assist you in raising an investigation with the carrier. We encourage choosing a secure delivery location and a signature-on-delivery option where available.

Refused packages

Orders that are refused, rejected, or deliberately not accepted at delivery may not be eligible for a refund, and refused shipments can be lost or delayed in return transit. If you need to cancel or change an order after it has shipped, please accept the delivery and then follow the return process above. This does not affect any cancellation right you may have under the cooling-off provisions below.

European Union & United Kingdom cooling-off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. If your order is being shipped into the United Kingdom, an equivalent 14-day right applies under the Consumer Contracts Regulations. In both cases the item must be unused, in its original condition and packaging, and you will need your receipt or proof of purchase. Where this right applies, a cash refund is available rather than store credit.

How to request a return

  1. Email info@pawlow.store within the relevant window with your order number, the item(s), and the reason.
  2. Wait for review. If approved, we will send you the authorised return address and instructions. Do not send anything back before you have written approval.
  3. Ship the item using a tracked service to the address we provide.

Refunds

Once we receive and inspect your approved return, we will email you to confirm whether it is approved or declined. Change-of-mind returns are resolved with store credit (see above). Where a cash refund applies — for example, faulty, damaged, not-as-described, undelivered orders, or valid EU/UK cooling-off cancellations — it is issued to your original payment method, typically within 2–5 business days of processing. Refunds cover the product price paid; original shipping and handling are non-refundable except where required by law.

If you have not received an approved refund within this period, please check with your bank or card provider first, as processing times vary.

Contact

PawLow Customer Care — info@pawlow.store

PawLow products are pet accessories and comfort products. They are not veterinary devices and are not intended to diagnose, treat, cure, or prevent any disease or medical condition in animals. If your pet is unwell, please consult a qualified veterinarian.