Returns

CHANGE OF MIND

If you change your mind about a product you have purchased from us, you can return that product and we will happily refund the original purchase price (excluding shipping costs) of that product as long as your return meets our requirements.

RETURNS CONDITIONS

Items must be sent back to us within 30 days of receiving your order. 

Items and packaging must be returned in original condition and be re-saleable.

Please test the product's fit before allowing your dog to use it, as we cannot accept items that have incurred any dirt or fur etc.

As a brand, we reserve the right to reject items that do not comply with the above requirements. Items that do not comply with our return policy will be sent back to the sender at their cost. 

APAWLO Pets is not liable for the loss or damage of items in return transit. We recommend retaining proof of postage, using a traceable delivery service and returning items in secure packaging. 

HOW DO I RETURN A PRODUCT?

Send us an email at support@apawlopets.com with your order number, the reason for your return, and any other supporting information. Our support team will then help guide you through our returns process.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

We aim to process your refund within 7 days of receiving your return. You will receive an email when we have processed your refund. 

Your refund will be processed back to the original credit card you made the purchase with. Please allow up to 5 business days for the refund to appear in your account.

FAULTY OR DEFECTIVE PRODUCTS

At APAWLO Pets, we are committed to providing you with high-quality products that meet your expectations. Despite our quality control processes, we understand that occasionally issues may arise with your product.

MINOR FAULTS 

Minor faults are defects that do not significantly impact the functionality or safety of the product. Examples of minor faults include:

  • Loose stitching.
  • Minor cosmetic blemishes, marks or imperfections.

If you receive a product with a minor fault, you may either:

  1. Exchange: Exchange the product for an identical item, provided it is available in stock. The product must be unused and in resaleable condition. 
  2. Receive Store Credit: If the minor fault makes the product less convenient or aesthetically pleasing but still functional, you can choose to receive store credit for the affected portion of the purchase price. This credit can be used towards future purchases on our website.

DOG CAR SEAT COVER

In our commitment to promoting sustainability, we provide the following options in the event that your car seat cover experiences a minor fault through use:

  1. Replacement parts: In cases of minor faults like a broken snap buckle or loose stitching, we may offer to send 
  2. Partial Reimbursement for repair: You keep the item and have it repaired at a local alterations company of your choice if they are able to do it within the reimbursement price (please email us at support@apawlopets.com to determine the reimbursement price). Once you send through the receipt of the alteration cost, we can process a reimbursement for the cost in the form of either a store credit or refund.

MAJOR FAULTS

DOMESTIC ORDERS (AUSTRALIA)

If you receive a faulty product from us, you can return it to us for a product inspection. If we agree that the product is faulty and unlikely to have occurred through abnormal or negligent use, we will, with your agreement, replace the product or refund the purchase price (including delivery price). To start a return for a faulty or defective product, you can contact us at support@apawlopets.com. If your return is accepted, we’ll send you a return shipping label.

INTERNATIONAL ORDERS (REST OF THE WORLD)

Contact us at support@apawlopets.com with detailed images of the affected areas for us to conduct a virtual inspection. If we agree that the product is faulty and unlikely to have occurred through abnormal or negligent use, we will, with your agreement, replace the product or refund the purchase price (including delivery price).  

EXCHANGES

We don't currently offer exchanges on orders.

CUSTOMS AND IMPORT DUTY

If you order products from our site for delivery outside of Australia, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Make sure to contact your local customs office for further information before placing your order.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined.  We will not be liable for any breach by you of any such laws.