Returns & Refunds

Returns & Refunds

We want your Wattle & Paws order to arrive as described and be suitable for everyday use. This policy explains how returns, refunds and exchanges are handled.

Your Australian Consumer Law rights

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the issue.

Faulty, damaged or incorrect items

If your item arrives damaged, incorrect, faulty or materially different from the product description, contact us as soon as possible at hello@wattleandpaws.com. Please include your order number, a description of the issue and clear photos of the item, packaging and shipping label where relevant.

We may need to assess the product before confirming the appropriate remedy. Where the issue is confirmed and a remedy is required, we will work with you to provide the outcome required by law. For a major problem with a product, this may include your choice of a refund or replacement. For a minor problem, we may arrange a repair, replacement or another appropriate remedy.

Return shipping for faulty items

Please contact us before returning any item. If we confirm the product has a problem that entitles you to a remedy, we will provide return instructions and reimburse reasonable return postage where required. Please keep postage receipts.

Change-of-mind returns

For change-of-mind requests, contact us within 14 days of delivery. Change-of-mind returns are considered at our discretion and must be unused, clean, in original condition and in suitable packaging for resale. Return postage for change-of-mind returns is the customer’s responsibility.

Items that may not be accepted for change of mind

For hygiene, safety or product integrity reasons, we may not accept change-of-mind returns for used grooming items, chewed or damaged toys, opened hygiene-related products, personalised items or products that are not returned in resaleable condition. This does not affect your rights if the product is faulty or not as described.

Refund timing

Approved refunds are processed back to the original payment method where possible. Your bank or payment provider may take additional time to make funds available.

How to start a return

Email hello@wattleandpaws.com with your order number before sending anything back. Items returned without contacting us first may be delayed or unable to be matched to your order.