Refund policy

We want you and your pet to love what you order from Pawboo. If something isn't right, here's how returns and refunds work.

Change-of-mind returns

You can request a return within 14 days of receiving your order. To be eligible:

• The item must be unused, in its original condition, and in its original packaging.
• You must provide proof of purchase (your order number or confirmation email).

For change-of-mind returns, the customer covers return shipping costs. Once we receive and inspect the item, we'll process your refund to your original payment method (in USD). Original shipping charges are non-refundable.

For hygiene and safety reasons, certain items can't be returned once opened — including consumable pet products (treats, food, supplements) and used grooming or hygiene items — unless they're faulty.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or isn't what you ordered, please contact us within 14 days of delivery at support.pawboo@gmail.com with your order number and a photo of the issue. We'll cover it — either a free replacement or a full refund (including shipping), and in most cases we won't ask you to send the item back.

How to start a return

Email support.pawboo@gmail.com with your order number and the reason for your return, and we'll reply with the next steps.

Refund timing

Approved refunds are processed within 5 business days of us receiving your returned item (or approving your faulty-item claim). Your bank or card provider may take a few extra days to show the funds.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights.