Refund policy

Return and Refund Policy

Website: www.PawfectFriend Pet Supplies.com
Support Email: support@pawfectfriend.com

At PawfectFriend Pet Supplies, we’re committed to providing high-quality pet products and ensuring customer satisfaction. If you're not completely happy with your purchase, you may return it within 30 days of delivery, subject to the conditions below.

1. Return Eligibility

  • Returns are accepted within 30 days of the delivery date.
  • Items must be unused, in their original packaging, and in the same condition as received.
  • Returns due to change of mind, incorrect purchase, or buyer’s remorse are accepted, but a 20% restocking fee will apply.
  • Customers are responsible for return shipping costs unless the return is due to a defective product or our error.

2. Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (e.g., pet food, treats, supplements)
  • Personal care and hygiene items for pets
  • Customized or personalized products
  • Gift cards and digital downloads
  • Clearance or final sale items

3. Return Process

To initiate a return:

  1. Email us at support@pawfectfriend.com with your order number and reason for return.
  2. Our team will provide return authorization and shipping instructions.
  3. Carefully pack the item, including all original components and packaging.
  4. Ship the item to our return address using a trackable service and retain proof of shipment.

4. Return Shipping & Restocking Fee

  • Return shipping is the responsibility of the customer unless the product is defective or there was a shipping error on our part.
  • A 20% restocking fee will be deducted from the refund amount for all non-defective returns due to change of mind, incorrect orders, or buyer’s remorse.

5. Return Mailing Address

All eligible returns should be sent to:

PawfectFriend Pet Supplies Returns
PO Box 64,
Dingley Village, Victoria 3172
Australia

6. Partial Refunds

Partial refunds may be granted for:

  • Items returned damaged, used, or missing parts.
  • Items returned more than 30 days after delivery.

7. Refunds

  • Once we receive and inspect the returned item, we will notify you by email of the refund decision.
  • If approved, refunds are processed within 5–10 business days to your original payment method.
  • Original shipping costs are non-refundable, unless the return is due to a product defect or our mistake.

8. Incorrect, Damaged, or Defective Items

If you receive a damaged, defective, or incorrect item, please email us within 48 hours of delivery at support@pawfectfriend.com, including photos of the issue. We will arrange for a replacement or full refund, and cover any applicable return shipping costs.

9. Exchanges

We do not process direct exchanges. To exchange an item, please:

  • Return the original product by following the return process.
  • Place a new order for the replacement item.

If you have any questions or need assistance, don’t hesitate to contact us at support@pawfectfriend.com. We're here to help!