Return & Refund Policy

At Paw Heaven, we want you and your pet to be happy with every purchase. If something is not right with your order, our customer care team is here to help.

Paw Heaven is an Australia-based online pet store serving customers worldwide through third-party suppliers, fulfilment centres and logistics partners. Because orders may be dispatched from different fulfilment locations, please contact us before returning any item so we can provide the correct return instructions.

This Return & Refund Policy applies in addition to any rights you may have under the Australian Consumer Law or other mandatory consumer protection laws applicable to you.

Change of Mind Returns

We offer a 30 day change of mind return period.

If you decide that an eligible product is not right for you, please contact us within 30 days from the date the order is delivered.

For a change-of-mind return, the product must generally be unused, unworn, and in substantially the same condition in which it was received. It should also be returned with its original packaging, tags, seals and accessories where applicable.

You will also need to provide your order number or another acceptable form of proof of purchase.

The 30-day period and these condition requirements apply to change-of-mind returns only. They do not limit your rights where a product is faulty, unsafe, damaged, incorrectly supplied, or does not meet applicable consumer guarantees.

How to Start a Return

To request a return, email:

support@shoppawheaven.com

Please provide your order number, the product you wish to return, and the reason for your return.

If the product is damaged, faulty, or incorrect, please also provide clear photographs or other relevant information where reasonably possible. Photos can help us assess and resolve the issue more quickly.

Once your request has been reviewed, we will provide the appropriate return instructions and, where required, the return address.

Please do not return an item to the address printed on the parcel, to a supplier, or to a fulfilment warehouse unless Paw Heaven specifically instructs you to do so.

Because we use multiple third-party fulfilment locations worldwide, the correct return destination may be different from the original shipping location.

Damaged, Faulty, Unsafe or Incorrect Products

If your order arrives damaged, faulty, unsafe, significantly different from its description or is not the product you ordered, please contact us as soon as reasonably possible.

There is no 7-day store-policy deadline that removes any rights you may have under applicable consumer law.

Where Australian Consumer Law applies, the remedy available depends on the nature and seriousness of the problem.

If a product has a major problem, you may be entitled to choose a refund or replacement.

If the problem is minor, Paw Heaven may be entitled to provide an appropriate remedy, such as repairing or otherwise fixing the problem within a reasonable time. If the problem cannot be resolved within a reasonable time, additional remedies may be available.

We may reasonably assess the product before confirming the appropriate remedy.

Your rights under applicable consumer law are not affected by whether the product was purchased at full price, during a promotion or on sale.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.

You may also be 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.

These rights apply independently of Paw Heaven's voluntary change-of-mind return policy.

International Customers

Paw Heaven supplies customers in supported destinations worldwide.

Customers outside Australia may have additional mandatory consumer rights under the laws applicable in their country or region.

Nothing in this policy is intended to exclude, restrict or modify consumer rights that cannot lawfully be excluded.

International return procedures may vary depending on your country, the product and the fulfilment location. Please contact us before sending an international return so that we can provide the appropriate instructions.

Return Shipping Costs

For approved change-of-mind returns, the customer is generally responsible for return shipping costs unless Paw Heaven agrees otherwise or applicable law requires a different outcome.

Original shipping or delivery charges may not be refundable for change-of-mind returns unless otherwise stated or required by law.

If a product is confirmed to have a problem that gives you a right to a remedy under applicable consumer law, Paw Heaven will handle reasonable return costs as required by law.

Please retain receipts for any return postage where we have asked you to return a faulty product.

Items Not Eligible for Change-of-Mind Returns

For health, hygiene, safety or other practical reasons, certain products may not be eligible for a voluntary change-of-mind return once opened, used or otherwise made unsuitable for resale. This may include grooming products that have contacted an animal's fur or skin, opened hygiene-related products, personalised or custom-made products, gift cards, and certain clearance or final-sale products where clearly identified before purchase.

These exclusions apply only to change-of-mind returns.

They do not remove rights you may have where a product is faulty, unsafe, incorrectly supplied, not as described or otherwise fails to meet applicable consumer guarantees.

Original Packaging for Faulty Products

Original packaging may be required for an ordinary change-of-mind return.

However, a customer's statutory rights regarding a faulty product are not automatically lost simply because the original packaging has been discarded.

We may still request information or reasonable proof of purchase so that we can locate the transaction and assess the claim.

Exchanges

For an ordinary change-of-mind request involving a different size, colour or product, the simplest process is generally to return the original eligible item and place a new order.

This helps avoid delays caused by different stock and fulfilment locations.

Where a product is faulty or otherwise covered by applicable consumer guarantees, any replacement rights will be handled separately in accordance with those rights.

Refund Processing

Once an approved return has been received and, where necessary, inspected, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method.

Once Paw Heaven processes the refund, it may take additional time for your bank, card issuer, PayPal account or other payment provider to make the funds available.

We aim to process approved refunds promptly and generally within 10 business days after approval.

If more than 15 business days have passed since we confirmed that your refund was processed and you have not received it, please contact us at support@shoppawheaven.com.

Refunds for Orders Paid in Another Currency

If you purchased using a currency other than Australian Dollars, the amount appearing in your account after a refund may be affected by exchange-rate movements or fees applied independently by your bank, card provider or payment service.

Paw Heaven does not control third-party currency conversion rates or financial institution fees.

This does not affect the amount Paw Heaven is required to refund under applicable law.

Orders Returned to Sender

If an order is returned because of an incomplete or incorrect delivery address, failure to collect the parcel, or another delivery issue attributable to the customer, please contact us.

Where legally permitted, additional delivery costs may apply if you request the order to be shipped again.

This does not apply where the return was caused by an error by Paw Heaven, our fulfilment partner or the delivery provider, or where applicable consumer law provides otherwise.

Refunds for Lost or Undelivered Orders

If an order appears to be significantly delayed, lost or incorrectly marked as delivered, please contact Paw Heaven before attempting to resolve the matter directly with a supplier.

We will work with the relevant fulfilment or courier partner to investigate the shipment.

Please refer to our Shipping & Delivery Policy for additional information regarding tracking, delays and missing parcels.

Contact Us

If you have questions about a return, refund, faulty product or an existing order, please contact:

Paw Heaven Customer Care
Email: support@shoppawheaven.com

Please include your order number whenever possible so we can assist you efficiently