Returns Policy

Change of Mind and Returns Policy – Pawglow

We want you to feel confident in your purchase. If you're not satisfied, we offer returns in accordance with the terms below.

Change of Mind Guarantee: You have a 60-day money-back guarantee from the day you receive your order. This is a voluntary commitment from us — Australia doesn't have a legal minimum change-of-mind period for online purchases, so this 60-day window is a benefit we choose to offer on top of your existing rights under the Australian Consumer Law.

For the change-of-mind guarantee to apply:

  • The product must be unused
  • The product must be in its original condition and original packaging
  • The return must be initiated within 60 days

How to return: Contact us first via email: 📧 info@pawglow.com.au. Once your return is approved, we'll send clear instructions along with the return address.

Important:

  • Returns must be sent to the address we provide — never directly to the manufacturer
  • Returns without approval or sent to the wrong address cannot be processed

Return shipping:

  • For change-of-mind returns of non-faulty products, the customer pays for return shipping
  • For faulty, damaged, or incorrectly sent products, Pawglow covers return shipping

Damaged or faulty goods: If your item is faulty or damaged on arrival, contact us immediately via email with photos attached. We'll resolve the matter as quickly as possible. Faulty goods are also covered by your rights under the Australian Consumer Law, regardless of this policy.

Refunds: Once we've received and inspected your return, we'll notify you by email.

Upon an approved return:

  • Refunds are issued to the original payment method
  • Refunds are processed within 5-10 business days
  • Shipping costs are not refunded unless the item is faulty or was sent incorrectly

Uncollected packages: Uncollected packages are not covered by the change-of-mind guarantee. We reserve the right to charge an administration fee of $29 AUD.

Delivery time: Standard delivery is 3-6 business days via a trusted courier service. During promotions or unforeseen events, delivery may take somewhat longer.

Contact: Pawglow 📧 info@pawglow.com.au