Refund policy

Last updated: 11 November 2026

We want you and your pet to love every order from Paw Harbour. This policy explains your rights and how returns, refunds and replacements work.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, or is not what you ordered, email us at justdoitbro1234@gmail.com with your order number and a photo of the problem.
Please contact us as soon as you can after delivery so we can sort it out quickly.
Depending on the problem, we will offer a refund, replacement or repair. For a major failure, you choose whether you want a refund or a replacement.
We cover the cost of return shipping for faulty, damaged or incorrect items. In some cases we may not need the item back.

Change-of-mind returns (30 days)

Not quite right for your pet? You can return unused items shipped from our Australian warehouses within 30 days of delivery for a refund to your original payment method, as long as:

the item is unused, clean, and in its original packaging with all tags and parts; and
it is not a hygiene item that has been opened or used by a pet (for example grooming tools, bowls, fountain filters, bedding or toys).

For change-of-mind returns, return postage is paid by you and the original shipping cost is not refunded.

Items shipped from our overseas warehouse (marked “Ships from our overseas warehouse” on the product page) are not eligible for change-of-mind returns. They are still fully covered if they arrive faulty, damaged or not as described (see above).

How to start a return

Email justdoitbro1234@gmail.com with your order number and the item(s) you would like to return.
We will reply with return instructions and the return address. Please contact us before sending anything back — items sent to the wrong address may be delayed.
Once your return is received and checked, we will process your refund within 5 business days. Your bank may take a few more days to show it.