Refund policy

1. Return & Refund Policy

Welcome to Pawloria. We are committed to providing a smooth, fair, and trustworthy shopping experience for all our customers in Australia. Please read our Return & Refund Policy carefully.

🔁 Returns & Australian Consumer Law

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

The item must be unused, unworn, and in its original condition.

The item must be returned in its original packaging.

A valid proof of purchase (order number or email confirmation) is required.

To initiate a return, please contact our support team at:

📧 Email: pawloriahelp@gmail.com

⏱ We aim to respond within 24 hours.

Note: Please do not send your purchase back to us without requesting a return first.

🚫 Non-Returnable Items

For safety, health, and hygiene reasons, the following items are not eligible for return:

Items that have been used, worn, or damaged after delivery (including pet grooming items or beds with pet hair).

Products returned without their original packaging or tags.

Perishable goods such as pet food, treats, or supplements.

📦 Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect upon arrival:

Provide photo or video evidence along with your Order Number.

Once verified, we will arrange a free replacement or a full refund at no extra cost to you.

💸 Refunds

Once we receive and inspect your returned item, we will notify you of the approval status of your refund.

If approved:

Refunds are processed within 3–7 business days.

The full amount will be credited back to your original payment method.

Please Note:

Standard shipping fees are non-refundable.

Customers are responsible for return shipping costs (unless the item arrived defective, damaged, or incorrect).

If you haven’t received your refund after 10 business days, please check with your bank or payment provider first, as processing times may vary.

❌ Order Cancellation

Orders can be cancelled within 12 to 24 hours of placement.

Once an order has entered the processing or shipping phase, it cannot be cancelled. In such cases, you can follow our standard return procedure once you receive the package.

🚚 Delivery Information (Australia)

Processing Time: 1–3 business days.

Estimated Shipping Time (Australia): 3–7 business days (Standard) / 1–3 business days (Express).

Tracking: All orders include end-to-end tracking information sent directly to your email once shipped.

📬 Contact Us

If you have any questions regarding this policy or need help with an order, feel free to reach out to us:

📧 Email: pawloriahelp@gmail.com

🌐 Website: pawloria.store

💙 Store Name: Pawloria