Return Policy
At Designer Paw Essentials, we want you and your furry companion to love every purchase. If something isn’t quite right, we’re here to help. Please read our return policy below before requesting a return or exchange.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged during transit, or different from what you ordered, please contact us as soon as possible.
In accordance with Australian Consumer Law, you may be entitled to a replacement, repair, or refund if a product has a major fault or does not match its description.
To help us resolve the issue quickly, please:
- Contact us within 7 days of receiving your order.
- Include your order number.
- Provide clear photos showing the fault, damage, or incorrect item received.
If your claim is approved:
- We will replace the item or provide a refund, as appropriate.
- We will cover all reasonable return postage costs.
Change of Mind Returns
We understand that sometimes things don’t work out.
If you’ve changed your mind, you may return eligible items within 14 days of receiving your order, provided they meet the following conditions:
- The item is unused and unwashed.
- It is in its original packaging.
- All original tags are attached.
- The product is in a resaleable condition.
For hygiene and safety reasons, products that have been used by a pet cannot be returned unless they are faulty.
Once your return has been received and inspected, we will process your refund to your original payment method.
Return Postage
Faulty, Damaged or Incorrect Items
If your return is due to a faulty product, an item damaged in transit, or an item sent in error, Designer Paw Essentials will cover the reasonable cost of return postage. Please contact us before sending your item back so we can provide return instructions.
Change of Mind Returns
For change-of-mind returns:
- You are responsible for the cost of returning the item to us.
- Original shipping charges paid at the time of purchase are non-refundable.
- We recommend using a tracked postal service, as we cannot accept responsibility for returned parcels that are lost or damaged in transit.
Exchanges
If you require a different size or colour, we’re happy to help where stock is available.
To request an exchange:
- Contact us before sending your item back.
- The returned item must meet the conditions outlined in our Change of Mind policy.
- Customers are responsible for the return postage costs.
- Shipping costs for the replacement item may apply.
If the requested item is unavailable, we can arrange a refund instead.
Non-Returnable Items
Unless the item is faulty or required by Australian Consumer Law, we cannot accept returns on:
- Opened or used grooming products, including shampoos, conditioners, colognes, and detangling sprays.
- Personalised or custom-made products, including engraved name tags.
- Products that have been used by a pet.
- Gift cards.
Refund Processing
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be processed to your original payment method. Depending on your bank or payment provider, funds may take several business days to appear in your account.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Nothing in this Return Policy limits or excludes your rights under the Australian Consumer Law.
Note: Please do not return any items without contacting us first. This allows us to provide the correct return instructions and helps ensure your return or exchange is processed as quickly as possible.
Need Help?
If you have any questions about your order or would like to arrange a return or exchange, we’d love to hear from you.
At Designer Paw Essentials, we’re committed to providing quality products and outstanding customer service. If something isn’t quite right, please get in touch—we’ll do our best to find the right solution for you.