Refund and Returns Policy

MyPaw Pet Food Refund & Returns Policy

At MyPaw Pet Food PTY LIMITED, we want our customers to be confident when purchasing from us. This Refund & Returns Policy explains when products can be returned, when refunds or replacements may be available, and how to contact us if there is a problem with your order.

This policy applies to purchases made through the MyPaw Pet Food website.

Nothing in this policy excludes, restricts, or limits any rights or remedies available to consumers under the Australian Consumer Law (ACL).

1. Business Information

MyPaw Pet Food PTY LIMITED
ABN: 83 674 185 025
Address: 3/304 Sydney Rd Balgowlah NSW 2093, Australia
Email: Support@mypawpetfood.com.au
Phone: +91 2 9550 0322

Customer Service Hours

Monday – Friday: 9:00 AM – 5:00 PM AEST
Saturday – Sunday: 11:00 AM – 4:00 PM AEST

2. Our Commitment

We take reasonable care to ensure that products supplied to our customers are of acceptable quality, match their description, and are suitable for their intended purpose.

If you receive a product that is faulty, damaged, defective, incorrectly supplied, or otherwise does not meet your consumer rights under Australian law, please contact us so we can assess the issue and provide an appropriate remedy.

Depending on the circumstances, a remedy may include a replacement, repair, refund, or another remedy available under the Australian Consumer Law.

3. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Where a product does not meet an applicable consumer guarantee, you may have rights to a remedy depending on the nature and seriousness of the problem.

These rights may include:

  • Repair;

  • Replacement;

  • Refund; or

  • Compensation for certain reasonably foreseeable loss or damage.

Our Refund & Returns Policy does not limit or replace your rights under Australian consumer law.

4. Change-of-Mind Returns

We may accept returns for eligible products where a customer has simply changed their mind, subject to the conditions below.

For change-of-mind returns:

  • The return request should be made within 14 days of delivery;

  • The product must be unused and unopened;

  • The original packaging must be intact and in resalable condition;

  • The product must not have been damaged after delivery; and

  • Proof of purchase may be required.

Because we sell pet food and other consumable products, opened, used, or tampered-with food products may not be eligible for change-of-mind returns for health, safety, hygiene, and product-quality reasons.

Change-of-mind returns are subject to our approval.

5. Products That Cannot Normally Be Returned for Change of Mind

For health, safety, hygiene, and product-quality reasons, the following products may not be eligible for change-of-mind returns once opened or used:

  • Opened pet food;

  • Used pet food products;

  • Products with broken or damaged seals;

  • Products contaminated or altered after delivery; and

  • Other products that cannot reasonably be resold for hygiene or safety reasons.

This restriction does not affect your rights under the Australian Consumer Law where a product is faulty, defective, damaged, incorrectly supplied, or otherwise fails to meet an applicable consumer guarantee.

6. Faulty, Defective, or Damaged Products

If a product arrives damaged, defective, faulty, or otherwise does not meet an applicable consumer guarantee, please contact us as soon as reasonably possible.

Please provide:

  • Your name;

  • Order number;

  • Product name;

  • Description of the issue;

  • Photographs or videos where appropriate; and

  • Photographs of the packaging if the product was damaged during delivery.

We may request additional information to help us assess the issue.

Depending on the circumstances, we may provide a repair, replacement, refund, or another remedy available under Australian consumer law.

7. Incorrect Product

If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.

We will review the order and, where we have supplied the incorrect product, arrange an appropriate solution.

This may include:

  • Supplying the correct product;

  • Arranging return of the incorrect product; or

  • Providing a refund where appropriate.

Where the incorrect product was supplied due to an error on our part, we will cover reasonable return and replacement shipping costs.

8. Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please provide photographs showing:

  • The damaged product;

  • The outside of the parcel;

  • The packaging materials;

  • The shipping label; and

  • Any visible damage.

This information may help us investigate the issue with the relevant shipping carrier.

If the damage is covered by an applicable consumer guarantee, we will provide an appropriate remedy in accordance with Australian law.

9. Returns Authorisation

Please do not send products back to us without contacting us first.

To request a return, contact:

Email: Support@mypawpetfood.com.au
Phone: +61 2 9550 0322

We will provide return instructions where a return is required.

Products returned without prior contact may experience delays in processing.

10. Return Shipping Costs

Faulty, Damaged, or Incorrect Products

Where a product is faulty, damaged, defective, or incorrectly supplied and the issue is covered by an applicable consumer guarantee, MyPaw Pet Food will cover reasonable return shipping costs where required by law.

Change-of-Mind Returns

For eligible change-of-mind returns, the customer is generally responsible for the return shipping cost unless otherwise agreed by us.

Original shipping charges may not be refundable for change-of-mind returns where the law allows us not to refund those charges.

11. Refunds

Once an approved refund has been processed, the refund will generally be issued to the original payment method used for the purchase.

Refund processing time may vary depending on:

  • The payment provider;

  • The customer’s bank;

  • The payment method; and

  • Processing times outside our control.

We generally process approved refunds within 5 business days after the refund has been authorised.

The time taken for the funds to appear in your account depends on your payment provider or financial institution.

12. Refund Amount

Where a refund is approved, the amount refunded will depend on the reason for the return and the applicable consumer rights.

For eligible faulty, defective, damaged, or incorrectly supplied products, the remedy will be determined in accordance with applicable Australian consumer law.

For eligible change-of-mind returns, applicable shipping charges may be deducted where permitted by law and as communicated to the customer.

13. Exchanges and Replacements

Where appropriate, we may offer a replacement instead of a refund.

Replacement products are subject to availability.

If the requested replacement is unavailable, we may provide another appropriate remedy, including a refund where applicable.

14. Refunds for Cancelled or Unfulfilled Orders

If an order is cancelled by MyPaw Pet Food because we are unable to fulfil it, we will provide an appropriate refund for any amount paid for the affected order or product.

If you wish to cancel an order before dispatch, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before dispatch, but cancellation cannot be guaranteed once an order has entered the fulfilment or dispatch process.

15. Products Purchased on Promotion

Products purchased using a promotional discount, coupon, or special offer remain subject to this Refund & Returns Policy.

Where a refund is approved, the refund will generally reflect the amount actually paid for the returned product, subject to applicable consumer rights.

16. Sale and Clearance Products

Sale, discounted, and clearance products are still covered by applicable Australian Consumer Law guarantees.

A product cannot be excluded from consumer guarantees simply because it was sold at a discounted price.

However, where permitted by law, certain change-of-mind return conditions may apply to sale or clearance products.

17. Product Expiry and Storage

Customers should check product packaging for applicable expiry or best-before information and follow the manufacturer’s storage instructions.

Once delivered, customers are responsible for storing products appropriately according to the manufacturer’s instructions.

Where a product has been improperly stored, contaminated, altered, or damaged after delivery, this may affect eligibility for a return or remedy unless otherwise required by law.

18. Pet Food Safety

For the safety and wellbeing of pets, customers should not use a product if:

  • The packaging is damaged or compromised;

  • The seal is broken when it should be sealed;

  • The product appears contaminated;

  • The product has an unusual appearance or odour; or

  • The product is past its applicable expiry or use-by date.

Please contact us immediately if you have concerns about a product’s condition.

19. Return Timeframe

For eligible change-of-mind returns, requests should generally be submitted within 14 days of delivery.

There is no fixed 14-day limit on your rights under the Australian Consumer Law for faulty, defective, damaged, or otherwise non-compliant products.

Consumer guarantee rights apply according to the nature of the product and the circumstances of the issue.

20. How to Request a Return or Refund

To request a return, replacement, or refund, please contact us with:

Email: Support@mypawpetfood.com.au
Phone: +61 2 9550 0322

Please include:

  1. Your full name;

  2. Order number;

  3. Date of purchase;

  4. Product name;

  5. Reason for the return or refund request;

  6. Description of the issue; and

  7. Photos or other supporting information where applicable.

Our customer service team will review your request and provide further instructions.

21. Processing Your Request

Once we receive your return or refund request, we may need to assess the product and circumstances before determining the appropriate resolution.

We aim to review requests as quickly as reasonably possible.

For approved refunds, we generally process the refund within 5 business days after approval.

Your bank or payment provider may require additional time before the refunded funds appear in your account.

22. Consumer Complaints

If you are unhappy with a product or our handling of a return or refund request, please contact us so we can investigate the matter.

We will make reasonable efforts to resolve complaints fairly and promptly.

Nothing in this policy prevents you from exercising your rights under applicable Australian consumer protection laws.

23. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect:

  • Changes to our business;

  • Changes to our products or services;

  • Changes to our return procedures;

  • Changes to payment or shipping processes; or

  • Changes to applicable laws and regulations.

Any updated version will be published on this page with a revised Last Updated date.

24. Contact Us

If you have any questions about returns, refunds, replacements, or your consumer rights, please contact us.

MyPaw Pet Food PTY LIMITED
ABN: 83 674 185 025
Address: 3/304 Sydney Rd Balgowlah NSW 2093, Australia
Email: Support@mypawpetfood.com.au
Phone: +61 2 9550 0322

Customer Service Hours

Monday – Friday: 9:00 AM – 5:00 PM AEST
Saturday – Sunday: 11:00 AM – 4:00 PM AEST

We are committed to handling returns and refund requests fairly, transparently, and in accordance with applicable Australian consumer protection laws.