Returns & Refunds

Your rights under the 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 is faulty, damaged in transit, or not what you ordered, email pawcomfort@mail.grokbot.com within a reasonable time of receiving it, with your order number and photos. We'll arrange a repair, replacement or refund as the Australian Consumer Law requires, and we'll cover return postage.

Change of mind: 30 days

If you change your mind, you can return an item within 30 days of delivery, as long as it is unused, in its original condition and in its original packaging.

• Email us first with your order number. We'll send you the return address, which is one of our partner warehouses in Australia. Please don't send items back without contacting us, because returns sent to the wrong address can't be processed.
• You pay the postage for change-of-mind returns. Your original shipping charge isn't refunded for change-of-mind returns.
• We don't charge restocking fees.
• For hygiene reasons, beds, mats and cushions that have been unsealed from their vacuum packaging or used can't be returned for change of mind. This doesn't affect your rights if an item is faulty.

Refunds

Approved refunds go back to your original payment method within 5 business days of the returned item being received and inspected. Your bank may take a few more days to process them.

Cancellations

If your order hasn't been dispatched yet, contact us as soon as possible and we'll cancel it and refund you in full.

Paw Comfort is operated by Micka Lewis (sole trader) · ABN 91 355 341 661 · 705/31 Crown Street, Wollongong NSW 2500 · 0405 218 933 · pawcomfort@mail.grokbot.com