Refund policy

Despatch times
We aim to despatch all express orders within 48 hours and standard orders within 14 days. We often beat this easily, but if there is ever a delay we will let you know. You can reach us with any questions at hello@pawprintproject.com.au.

Returns & Exchanges
We don’t offer refunds for change of mind, but we’re happy to exchange sizes. Exchanges can be requested within 30 days of receiving your order, for items that are unused and in their original condition with all packaging and tags intact.

To start an exchange, use our returns portal: https://pawprint.loopreturns.com — it walks you through every step. For any questions, email hello@pawprintproject.com.au.

You pay the postage to send the item back to us, and we cover the cost of sending your replacement. We recommend a tracked postage service.

Exchanges depend on stock. Once your return arrives, we check that it’s unused and in saleable condition before sending the replacement. We may refuse items that aren’t.

Personalised and custom items, such as engraved tags and personalised bowls, can’t be exchanged unless they are faulty.

Faulty Items
We check every order carefully before it leaves us. If your item arrives faulty, email hello@pawprintproject.com.au with your order number, photos and details of the fault, and we’ll replace it at our cost. Faults must be present on delivery; general wear and tear is not covered. If the item was a one-off, we’ll offer the closest alternative, or a credit note or refund.

Nothing in this policy limits your rights under the Australian Consumer Law.

General Terms
We reserve the right to refuse service to anyone for any reason at any time. We may cancel orders placed at incorrect prices. Prices and products may change without notice.