Refund policy
Pawstock Return & Refund Policy
Last updated: 15 October 2025
At Pawstock (ABN 77 656 485 245), we want you and your furry friends to be completely satisfied with every purchase.
If you’re not happy with an item, we’ll do our best to make it right in line with Australian Consumer Law.
✅ Returns
You may return most new, unopened items within 30 days of delivery for a full refund or exchange.
To be eligible for a return:
- The item must be unused, in its original packaging, and in resalable condition
- Proof of purchase (order number or receipt) is required
To start a return, please contact us at support@pawstock.com.au with your order number and details.
🚫 Non-Returnable Items
For health and safety reasons, we cannot accept returns on:
- Opened pet food or treats
- Used toys, grooming products, or bedding
- Personalized or custom items
- Gift cards
🔄 Change of Mind Returns
We understand that sometimes plans change.
Important:
- You must contact us before returning any item. Returns sent without prior approval may not be accepted.
- Change of mind returns are made at the customer’s expense.
- If your return is approved:
-
With return label provided:
Refund = item price + shipping fee minus return postage and a 10% restocking fee -
Without return label provided:
Refund = item price + shipping fee minus a 10% restocking fee
📦 Return to Sender (RTS) / Refused Delivery
If an order is returned to us due to:
- Incorrect address provided
- Customer refusal of delivery
- Failure to collect from Australia Post
- Any other customer-related issue
👉 The customer is responsible for all associated shipping, re-delivery, and handling costs.
Refund for RTS (Change of Mind Before Delivery)
If you request cancellation after dispatch and the parcel is returned via RTS:
- Refund = item price + shipping fee minus a 10% restocking fee
- Refund is processed only after the item is received back at our warehouse
💵 Refunds
Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 5–7 business days.
Please note that your bank or payment provider may take additional time to finalize the refund.
🚚 Exchanges
If you received a defective or incorrect item, please contact us within 7 days of delivery and we will replace it at no extra cost.
📦 Shipping Costs
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- Original shipping fees are non-refundable
- Additional fees may apply for re-delivery if caused by customer error
ℹ️ Contact Us
For any questions or concerns about returns or refunds:
Pawstock
📧 Email: support@pawstock.com.au
🌐 Website: www.pawstock.com.au
📍 Address: 10 Underwood Drive, Donvale VIC 3111, Australia
ABN: 77 656 485 245