Return & Exchange Policy

Last Updated: September 11, 2026

At Paw Heaven, we want you to have a positive shopping experience. If you receive a product that is not suitable for your needs, you may be eligible to request an exchange in accordance with this policy.

1. Exchange Period

Exchange requests must generally be submitted within 30 days of receiving your order.

Exchange requests received after this period may not be accepted unless otherwise required by applicable law.

2. Exchange Conditions

To be eligible for an exchange, the product should generally:

• Be unused and in its original condition.
• Be returned with its original packaging where applicable.
• Include all accessories and components.
• Not show signs of damage caused by improper use.

3. Products Eligible for Exchange

Exchanges may be available for products that are eligible under our return conditions.

Exchanges may be subject to product availability. If the requested replacement product is unavailable, we may offer an alternative solution.

4. Items That May Not Be Exchanged

Certain products may not be eligible for exchange because of hygiene, safety, customization, or other applicable restrictions.

• Used hygiene or grooming products.
• Opened products where hygiene restrictions apply.
• Personalized or customized products.
• Final-sale products where stated.

5. How to Request an Exchange

To request an exchange, please contact our customer support team and provide your order number and the reason for your exchange request.

Our team will review your request and provide instructions if the product qualifies for an exchange.

6. Exchange Shipping

Customers may be responsible for return shipping costs unless the original item was defective, damaged, incorrect, or otherwise covered by applicable consumer protections.

Any shipping costs associated with sending the replacement product will be communicated to you before the exchange is completed, where applicable.

7. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible.

We may request photographs or additional information to help us assess the issue.

Depending on the circumstances, we may provide a replacement product, exchange, or refund.

8. Product Availability

All exchanges are subject to availability.

If the requested replacement is unavailable, we may offer a different product of similar value or provide another appropriate solution.

9. Price Differences

If the replacement product has a different price, any applicable price difference will be communicated before the exchange is completed.

10. Exchange Inspection

Returned products may be inspected after they are received.

If the product does not meet the applicable exchange conditions, we may contact you to discuss the available options.

11. Australian Consumer Rights

Nothing in this Return & Exchange Policy is intended to remove, restrict, or replace any rights you may have under applicable Australian consumer protection laws.

12. Contact Us

If you have any questions about our Return & Exchange Policy, please contact us.