return & refund policy
Pawzen Mart — Return & Refund Policy
Last updated: 26 March 2026
Our Commitment
We want you to be happy with your purchase. This policy is designed to comply with your rights under the Australian Consumer Law (ACL).
Your ACL Rights (Non-Excludable)
Under the ACL, you are entitled to a remedy if a product:
- Is not of acceptable quality (safe, durable, free from defects, acceptable appearance)
- Does not match its description or sample
- Is unfit for its stated purpose
- Has a major failure
These rights cannot be taken away by our store policy.
Change of Mind
We are not required by law to accept change-of-mind returns. However, we may offer a store credit or exchange at our discretion, provided:
- The item is returned within 14 days of delivery
- It is unused, in original packaging, and in resaleable condition
- Proof of purchase is provided
- Return shipping is at your cost
We do not accept change-of-mind returns on:
- Items that have been assembled or used
- Items damaged after delivery
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described:
- Contact us within 48 hours of delivery at help@pawzenmart.com.au
- Include your order number and photos of the issue
- We will assess and offer a repair, replacement, or full refund depending on the severity
We will cover return shipping costs for faulty items.
Major vs Minor Failures (ACL)
- Major failure — you may choose a refund or replacement
- Minor failure — we may repair the item within a reasonable time; if we cannot, you are entitled to a replacement or refund
How to Request a Return
- Email help@pawzenmart.com.au with subject: Return Request — [Order Number]
- Include: order number, reason for return, photos (if faulty)
- Wait for our response within 2 business days
- Ship item back only after receiving approval
Refund Processing
- Refunds are issued to your original payment method
- Processed within 5–10 business days of receiving the returned item
- Original shipping costs are non-refundable (except for faulty items)
Contact
Email: help@pawzenmart.com.au
Website: www.pawzenmart.com.au