Refund policy
This policy applies to purchases from Pawzen Mart. It sits alongside your rights under the Australian Consumer Law (ACL) and does not limit them.
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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Your rights under the Australian Consumer Law
Nothing in this policy excludes, restricts or modifies the consumer guarantees that apply to goods we sell. Those guarantees include that goods are of acceptable quality, match their description, and are fit for any purpose we told you about.
Major failure
If a product has a major failure — for example it is unsafe, significantly different from its description, or cannot be fixed within a reasonable time — you choose between a refund or a replacement, and you may also claim compensation for any other reasonably foreseeable loss or damage.
Minor failure
If the failure is not major, we may choose to repair the item, replace it, or refund you. If we choose repair and do not complete it within a reasonable time, you may then choose a refund or replacement.
Proof of purchase
Please keep your order confirmation email or tax invoice. We may ask for it, but we will accept any reasonable evidence that you bought the item from us.
Damaged or faulty on arrival
Contact us within a reasonable time of delivery and include your order number and photographs of the item and its packaging. We arrange and pay for return freight on items that are faulty, damaged in transit, incorrectly supplied, or not as described. You do not pay to return a faulty item.
Change of mind
Change-of-mind returns are offered by us as a courtesy. They are not required by the Australian Consumer Law, and they are in addition to your rights above.
- Tell us within 30 days of delivery that you would like to return the item.
- The item must be unused, in resaleable condition, and returned in its original packaging.
- Return freight for change of mind is at your cost. Our cat furniture is bulky, so please check dimensions before ordering.
- Once we receive and inspect the item, we refund the purchase price to your original payment method. Original outbound shipping is not refunded on change-of-mind returns.
Assembled items, and items returned damaged or without their original packaging, may not qualify for a change-of-mind refund. This does not affect your rights where a product is faulty.
Refund timing
Approved refunds are issued to the original payment method. Your bank or card issuer may take several business days to show the funds.
How to start a return
Contact us through our contact page with your order number and a description of the problem. Please do not send anything back before speaking with us — we will confirm the return address and arrange freight where applicable.