Refund policy

Return Policy
We offer a 14-day return policy for eligible items, which means you have 14 days after receiving your order to request a return or exchange.

Non-returnable / Non-exchangeable items
Please note that all customized and personalized items are final sale and cannot be returned or exchanged. This includes (but is not limited to):

  • Collars with name engraving

  • Laser-engraved pet ID tags

We are unable to accept returns or exchanges for these items once production has started. Please ensure that all customization details are correct before placing your order.

Eligible items
For non-customized products, to be eligible for a return, your item must be:

  • In the same condition you received it (unused, unworn, with tags, and in its original packaging)

  • Accompanied by a receipt or proof of purchase

Return process

  • To start a return, please contact us at pawsjadstore@outlook.comΒ within 14 days of receiving your order.

  • Returns must be shipped back to us at the address provided once your return is approved.

  • Customers are responsible for all return shipping costs.

  • For international orders (outside Australia), buyers are fully responsible for return shipping fees.

  • Buyers must first return the item before any refund or store credit is issued.

  • We are not responsible for lost or damaged packages during the return process.

  • Items sent back without prior return approval will not be accepted.

Damages and issues
Please inspect your order immediately upon arrival and contact us if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Sale / Discounted items
Sale or discounted items cannot be refunded. They may only be exchanged for another product of equal value or returned for store credit.

Exchanges
For eligible full-price products, the fastest way to get what you want is to return the original item (at your own shipping cost). Once approved, you may place a new order for the replacement.

Refunds
Once we receive and inspect your return, we will notify you of the refund decision.

  • If approved, your refund will be issued to your original payment method within 10 business days.

  • Please note that your bank or credit card company may require additional time to process the refund.

  • If more than 15 business days have passed since your refund was approved, please contact us at pawsjadstore@outlook.com.