Refund Policy
Effective Date: 26 September 2025
Trading Name: 4Paws Australia
ABN: 23 869 240 532
Email: info@4pawsaust.com.au
Phone +61 452 380 273
At 4Paws Australia, we are committed to delivering quality products and outstanding service. This policy outlines your rights under the Australian Consumer Law (ACL), covering faulty goods, return or refund procedures, and our change of mind return policy.
Returns Window
Returns can be initiated within 30 days of receiving your order. Please notify us promptly to begin the return process.
Return Method:
Mail returns: Email info@4pawsaust.com.au to start the process.
1. Your Rights Under Australian Consumer Law
If a product you buy from us does not meet ACL consumer guarantees—such as:
· acceptable quality
· matching its description
· being fit for purpose
You have the right to a refund, replacement, or repair. These rights apply even if 4Paws Australia offers a separate warranty and cannot be excluded.
2. What Is Considered a Major vs Minor Problem?
Under the ACL:
Major Failure - A major failure occurs when:
· The product has a major issue, is unsafe, differs significantly from the sample or description, or doesn't work as promised and can't be easily fixed.
Remedy: You can choose a refund or a replacement.
Minor Problem: An issue fixable within a reasonable time.
Remedy: We will repair or replace it for free. Refunds apply only if we can't resolve the problem promptly.
3. How to Request a Return or Refund
To initiate a return or refund request:
1. Contact us at info@4pawsaust.com.au or call +61 452 380 273
2. Include your:
Full name and contact details
Order number
Description of the issue
Proof of purchase (receipt, email confirmation, or bank statement)
Clear photos or videos showing the fault or issue
We recommend contacting us within 30 business days (mon-fri) of noticing the problem. You must notify us within a reasonable time depending on the nature of the fault.
4. Return Shipping Costs
If your item is faulty or not as described, we will cover all return shipping costs.
If you’re returning a product due to change of mind, you are responsible for:
Return shipping costs
Ensuring the item is returned safely and in resellable condition
5. Voluntary “Change of Mind” Returns (Optional Policy)
We offer a 30 business days (Mon - Fri) change of mind return window, provided the following conditions are met:
The item is unused, unworn, and in original packaging (including tags, accessories, and manuals)
You provide proof of purchase
The return request is made within 30 business days (Mon - Fri) of receiving your order
Exclusions:
Sale or clearance items
Used or personalised products
Refunds for change-of-mind returns will be issued as store credit or back to your original payment method (excluding shipping fees). You are responsible for return postage.
6. Processing Timeframes
Returns and assessments: 30 business days (mon-fri) days after receiving the item.
Refunds: Processed within 10 business days (mon-fri) to the original payment method.
Replacements: Dispatched within 2–5 business days (mon-fri) after assessment.
We will keep you informed via email at each step of the process.
7. Packaging and Condition of Returns
For change-of-mind returns, items must be:
Returned in the original product packaging
Free of damage, marks, wear, or signs of use
Packaged securely to avoid damage in transit
Returns for faulty items under the ACL do not require original packaging, but we still recommend safe packaging to protect the item.
