Refund policy

Sometimes a product does not meet your expectations, is not the right fit, or right colour or length or does not "feel right". We are here to help.

All goods must be in as new and unused condition to be accepted for a return for a refund or exchange of a different product. We also are happy to apply store credit if you would like to do this as well. 

Products can only be returned within 14 days with receipt. We gladly accept returns and exchanges, but they are only granted after the returned item has been inspected.

To qualify, items must be:

• In their original packaging
• With all tags attached (where provided)
• Unused and in resalable condition
• Returned with shipping costs prepaid by the customer

We want to make this process as smooth as we can. Please read the following policy carefully:

• Exchanges:
  When sending a product back for an exchange, please include a prepaid return post pack. If one is not provided, K9 Paws will issue an invoice for the cost of shipping the exchanged item back to you.
• Condition of Returned Items:
  All returned products must be unused, clean, undamaged, and in resalable condition with original packaging and tags (if applicable).
  Items that are used, dirty, or damaged will either be returned to you at your expense or held by K9 Paws.
• Return Timeframe:
  K9 Paws is not obligated to accept returns after 14 days from the date of purchase. In extenuating circumstances, we may approve a return outside this window - however, such returns will only be eligible for exchange or store credit - not a refund.
• Shipping Costs:
  K9 Paws does not refund shipping charges. In most cases, customers are responsible for all return shipping and insurance fees.

Ineligible Items

Please note that some items are ineligible for returns and/ or refunds.

These are:

• Food products and supplements
• Grooming products 
• Hygiene products
• Health care and first aid products

The above items - will only be accepted if unopened and all seals in place, they cannot show any use.

• Whistles - Cannot be returned once received.
• Clearance products - Cannot be returned

How to Initiate a Return or Exchange

To begin a return or exchange, please contact us at admin@k9paws.com.au and provide the following details:

• Your full name
• Invoice number
• Whether you're requesting a return or an exchange

Once we receive your request, we’ll send you a return form to include with your item. Please ensure the form is completed and enclosed with your return package.

Return Address is 15 Monica Place Jamisontown NSW 2750

Important:
K9 Paws is not responsible for items lost in transit. If your return goes missing, you will need to contact your shipping carrier directly to resolve the issue.
We strongly recommend keeping a record of your return tracking number so you can monitor your parcel’s journey back to us.

If you have any questions or need further assistance, we’re always here to help - just email us at sales@k9paws.com.au.